Customer Advisor

Capita; Gauteng; On-site; ZAR 120,000 - 180,000; Full time

Job summary

A leading company in customer service is seeking a Customer Advisor to join their team. The role involves assisting customers with inquiries, resolving complaints, and providing excellent service. Candidates should possess strong communication skills, empathy, and a customer-first mindset. Comprehensive training and development opportunities are provided to ensure success in this role.

Benefits

Competitive salary and allowances

Performance bonuses

Transport after evening shifts

Career development opportunities

Training and development programs

Employee Share Scheme and scholarship programs after 24 months

Qualifications

• Previous customer service call center experience.
• 6-12 months of customer service with billing experience.

Responsibilities

• Handling inbound calls from customers needing support.
• Resolving service problems and customer complaints.
• Supporting vulnerable customers with care.

Skills

Empathy

Resilience

Communication

Problem-solving

Attention to detail

Customer-centric approach

Computer skills

Mentorship

Education

Grade 12 (Matric)

Job description

Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy, and legal requirements.

Job Title

Customer Advisor

Role Objective

As a member of a highly skilled and motivated team, you will communicate with customers to identify specific needs, delivering a market-leading customer service/experience to increase the profitability of the business while remaining committed to treating our customers fairly and ensuring continuous delivery of customer service excellence.

Resolving service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.

Join our team as a Customer Service Collections Specialist! In this role, you will assist customers by addressing their inquiries, understanding their situations, and guiding them towards financial stability. We seek positive, empathetic, honest, and resilient individuals who can remain calm under pressure. We provide comprehensive training and ongoing support to ensure your confidence and capability in this role.

What You Will Be Doing

• Handling inbound calls from existing customers needing support with their payments, tailoring outcomes, setting up payment plans, and discussing tariffs to aid their financial health.
• Addressing general inquiries related to bills, moving house, or water supply.
• Handling customer complaints when they arise.
• Supporting vulnerable customers with care and understanding.
• Working collaboratively with a team to meet targets and goals.
• Building rapport and having meaningful conversations to deliver excellent customer service.
• Embracing learning, coaching, and development to improve skills.
• Recognizing the positive impact on customers’ lives.
• Navigating multiple systems efficiently while ensuring accurate information entry.
• Identifying and supporting vulnerable customers following quality requirements from a Billing or Collections perspective.

What We Are Looking For

• Empathy to understand and show genuine concern for customers' financial difficulties.
• Resilience to stay motivated and emotionally stable.
• Strong communication skills, both verbal and written.
• Problem-solving skills to assess situations and devise solutions.
• Attention to detail for accuracy.
• Ability to adapt to different customer personalities and situations.
• A customer-centric approach.
• Moderate to advanced computer skills and system navigation.
• Mentorship qualities to support less experienced colleagues.

Experience

• Grade 12 (Matric)
• Previous customer service call center experience
• 6-12 months of customer service with billing experience

Essential Skills

• Proficiency in English communication
• Effective time management
• Active listening skills
• Handling complex issues
• Problem-solving ability
• Clear and concise communication
• Adaptability
• Customer-first mindset
• Moderate to advanced computer skills
• Mentoring capabilities

Operational Details

The campaign operates in UK time. You will work South African shifts:

• Monday – Friday (9:00 AM – 7:00 PM)
• Shift patterns may change based on operational needs.
• Operational 365 days including festive seasons, including Christmas Day.

Benefits

• Competitive salary and allowances
• Performance bonuses
• Transport after evening shifts
• Career development opportunities
• Training and development programs
• Employee Share Scheme and scholarship programs after 24 months

Next Steps

Apply by submitting your CV and filling out the application form. Successful candidates will be invited for interviews and assessments as needed.

Note: We adhere to Employment Equity principles and prioritize candidates in line with EE targets.