Customer Advisor

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

Job Description:

Customer Advisor

Role Objective

As a member of a highly skilled and motivated team, you will communicate with customers to identify specific needs, whilst delivering a market leading customer service/experience to increase the profitability of the business and 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 to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Join our team as a Customer Service Collections Specialist! In this role, you will assist customers by addressing their general inquiries, understanding their unique situations, and guiding them towards financial stability. We are looking for individuals who are positive, empathetic, honest, and resilient, with the ability to remain calm and composed under pressure. We offer comprehensive training and continuous support to ensure you feel confident and capable in your role.

What you will be doing

• You will be responsible for handling inbound calls from existing customers who require support to manage the payments on their accounts. You will help by tailoring affordable outcomes, setting up payment plans and discussing suitable tariffs to help them on the road to financial health.
• Your role will also involve general inquiries from customers who have queries around their bill, customers moving house and inquiries around their water supply.
• Handling customer complaints should they arise.
• Supporting vulnerable customers and addressing their complex needs with care and understanding.
• Working collaboratively with a supportive team to achieve targets and goals.
• Building rapport, empathizing, and having meaningful conversations with our customers to deliver excellent customer service.
• Embracing learning, coaching and development to continuously improve your skills and capability.
• Recognising you can positively impact customer's lives and make a real difference.
• Efficiently navigating multiple systems while engaging with customers, ensuring all information entered is accurate.
• Identifying and dealing with vulnerable customers and the ability to follow strict quality requirements to support our customers from a Billing or Collections perspective.

What we are looking for

• Empathy - Understanding and showing genuine concern for customers' financial difficulties fosters trust and leads to more successful resolutions.
• Resilience: Maintaining emotional stability, staying motivated with a drive to continuously improve.
• Communication: Strong verbal and written communication skills are crucial for engaging with customers, explaining complex information clearly, and building rapport.
• Problem-Solving: The ability to assess situations, devise effective solutions and thrive in an ever-changing environment.
• Attention to Detail: Ensuring all gathered information is accurate and maintaining a strong focus on delivering exceptional work.

Experience:

• Grade 12 (Matric)
• Previous Customer Service Call Centre Experience
• 6-12 Months Customer Service with billing experience

Essential:

• High proficiency in written and verbal English communication.
• Time Management: Balancing multiple tasks efficiently is essential.
• Active Listening: Understanding customer queries and questions.
• Handle complex issues.
• Problem Solving: Quick thinking and resourcefulness are vital.
• Communication Skills: Clear and concise communication.
• Adaptability: The ability to adjust to different customer personalities and situations is valuable.
• Customer-Centric Approach: Putting the customer first is a core competency.
• Moderate to Advanced computer skills and system navigation.
• Acts as a mentor to support and develop less experienced colleagues.

The campaign operates in UK time. You will be required to work the following shifts in South African times:

Operating Hours: SA times

• Monday - Friday (9:00AM - 7:00PM)
• Your shift roster is subject to change therefore be prepared to work unfavorable shift patterns as per operational requirements.

• Our Call Centre is operational 365 days per year (including Christmas and New Year).
• You will be expected to work during the festive season (including Christmas Day).

What's in it for you?

• Competitive remuneration package.
• Shift Allowance.
• Weekend Hero Bonus.
• Excellent monthly performance bonus of up to 20% of basic salary.
• Free door to door transport for evening shifts after 7pm.
• A progressive career path to help you develop in your Call center career.
• Comprehensive product training in a fun collaborative environment.
• Excellent accredited training programs to assist you in career development on a variety of subjects/concepts.
• Employee Share Scheme Trust after 24 months tenure with Capita.
• Eligibility to participate in our scholarship program after 24 months tenure with Capita.

What we hope you'll do next

Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Location: South Africa - Mutual Park, South Africa

Time Type: Full time

Contract Type: Permanent