Customer Advisor - Complaints

Sigma Connected Group; Cape Town; On-site; ZAR 150,000 - 210,000; Full time

Benefits offered by this job

15 days holiday

Referral bonus (R1600)

Discounted medical insurance

Free transport options

Career development opportunities

Awards programs

Supportive EAP & mental health

Inclusive workplace

Job summary

Sigma Connected Group is seeking a Customer Service Advisor to join our Cape Town offices. You will handle inbound and outbound calls in a fast-paced environment, support complaints investigations, and maintain exceptional customer service.

The role requires strong written communication, attention to detail, and a proactive, empathetic approach. Training is provided, with opportunities for growth within the Sigma Family.

Qualifications

• Experience in a Complaints Department is desirable.
• Ability to handle investigations and escalations.
• Strong attention to detail and accuracy in admin tasks.

Responsibilities

• Respond to inbound and outbound calls in a professional, courteous manner.
• Assist with complaints investigations and back-office tasks.
• Maintain high-standard customer service and achieve KPIs.

Skills

Customer service

Written communication

Empathy

Active listening

Education

Matric/Grade 12

Job description

Customer Service Advisor

As our business continues to thrive and expand, we are searching for exceptional individuals to become part of the Sigma Family as Customer Service Advisors. Before delving into the details of this role, let us explain why joining us at Sigma is a fantastic opportunity.

Who are the Sigma Family?

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

What being a part of the Sigma Family means for you!

• Career development and opportunities to apply for internal promotions following your probationary period.
• 15 days holiday, with additional days accrued the longer you have been a part of the Sigma Family.
• Monthly, Quarterly and Annual awards with marvelous prizes.
• Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
• R1600 bonus for each friend that you refer to join the Sigma Family who passes probation.
• Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
• Discounted optional Medical Insurance.
• Free and convenient transport options to make travelling a breeze.
• Join communities and collaborate with your colleagues on our internal Social Media platform.
• The opportunity to be a part of an equal, diverse and inclusive workplace - all amazing people are welcome in the Sigma Family.

What Your Day-to-Day will Look Like

You’re working from offices based in Southern Suburbs, Cape Town. This campaign deals with inbound & outbound collections as well as various back-office pieces and general enquiries. Alongside, the successful applicant will be required to respond to all incoming and outbound calls in a professional, courteous, and friendly manner using the relevant campaign guidelines, scripts and systems.

With frequent calls, the pace is quick, ensuring a dynamic day assisting numerous people daily. Full training and ongoing coaching are provided throughout your career. While prior knowledge is not expected, you will need to have a willingness to learn and a drive to excel. If you possess these qualities, you are going to thrive here!

What Amazing People Will Bring to the Role

You are a person who is passionate about delivering exceptional customer service. You are forward thinking and driven to always be your best. You thrive off genuinely wanting to help people with issues they’re experiencing, and have great listening skills, communication and empathy. You are confident when interacting with people and resolving customer queries and disputes. You have an inquisitive nature and get satisfaction from resolving issues. You embrace change and are comfortable working both individually and as part of a team. As you work toward KPIs, you invite feedback and are a positive thinker. Full training is given, and coaching continues throughout your career. We don’t expect you to have all the knowledge, but we do ask that you have a willingness to learn and an ambition to shine! If you have the attributes above, you are going to love it here!

Requirements

• You will be required to work in the Complaints Department, dealing with investigation cases
• Complaints Experience in a BPO/UK environment would be advantageous
• Admin or Investigation Experience
• Extensive Customer Service Experience in a Contact Centre.
• Attention to Detail
• Strong Written Communication Skills (Email/Back Office)
• Matric Certificate is essential (Grade 12)

Supporting our future people.

If you need any assistance or adjustments at any point during recruitment, feel free to let us know.