Customer Service Representative Utilities

Sitel; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A customer service provider in Cape Town is seeking candidates to manage back office customer inquiries efficiently. The role involves responding to calls, emails, and chats while maintaining high standards of customer service and providing accurate product information. Ideal candidates will have strong communication skills, the ability to solve problems effectively, and a team-oriented approach. This position offers comprehensive medical insurance, a provident fund, and transport services for late shifts.

Benefits

Comprehensive Medical Insurance fully paid by the company

Provident Fund with company contributions

Transport provided for shifts finishing at 6pm onward

Free shuttle service available from Cape Town CBD

Qualifications

• Excellent verbal and written communication skills required.
• Strong listening and problem-solving abilities emphasized.
• Ability to work under pressure is essential.

Responsibilities

• Handle inbound calls, emails, or chats promptly and professionally.
• Assist customers with inquiries, complaints, billing queries, or technical issues.
• Provide accurate information about products, services, and company policies.

Skills

Excellent verbal and written communication skills

Strong listening and problem-solving abilities

Ability to work under pressure and meet targets

Computer literacy and familiarity with CRM or call centre systems

Positive attitude and empathy with customers

Team-oriented with good time management skills

Job description

JOB PURPOSE

To handle all back office customer related queries in a professional and efficient manner. The role focuses on delivering excellent customer service, resolving queries relating to gas and utilities, promoting products or services (where applicable), and maintaining a positive company image.

KEY RESPONSIBILITIES

• Handle inbound calls, emails, or chats promptly and professionally.
• Assist customers with inquiries, complaints, billing queries, or technical issues.
• Provide accurate information about products, services, and company policies.
• Log and update customer information on company systems (CRM or database).
• Meet performance targets such as call handling time, customer satisfaction, and quality scores.
• Processes, and compliance standards to ensure consistency and accuracy.
• Escalate complex issues to senior staff or relevant departments when necessary.
• Work as part of a team to achieve campaign and company goals.
• Participate in training and coaching sessions to improve skills and knowledge.

SKILLS AND COMPETENCIES

• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Ability to work under pressure and meet targets or deadlines.
• Computer literacy and familiarity with CRM or call centre systems.
• Positive attitude, empathy, and patience with customers.
• Team-oriented with good time management skills.

QUALIFICATIONS AND EXPERIENCE

• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Ability to work under pressure and meet targets or deadlines.
• Computer literacy and familiarity with CRM or call centre systems.
• Positive attitude, empathy, and patience with customers.
• Team-oriented with good time management skills.

WORKING HOURS DETAILS

• Working hours: Monday to Friday, 9:00 AM – 6:00 PM
• Comprehensive Medical Insurance fully paid by the company
• Provident Fund with company contributions
• Transport provided for shifts finishing at 6pm onward
• Free shuttle service available from Cape Town CBD (Arts Cape to Foundever Waterfront)

IF THIS REALLY INTEREST YOU

...and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.

We look forward to receiving your application!