Customer Advisor

Capita Pension Solutions; Johannesburg; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a forward-thinking company as a Customer Advisor, where you will provide exceptional service to customers while helping them navigate their financial challenges. You'll be part of a motivated team dedicated to delivering market-leading customer experiences. This role involves resolving service problems, managing customer inquiries, and supporting vulnerable clients with empathy and understanding. With comprehensive training and ongoing support, you'll develop your skills in a dynamic environment that values resilience and effective communication. Enjoy competitive pay, bonuses, and opportunities for career development in a supportive workplace.

Benefits

Competitive pay

Shift allowance

Weekend bonus

Performance bonuses

Free transport after evening shifts

Career development opportunities

Employee Share Scheme

Scholarship opportunities after 24 months

Qualifications

• Previous customer service call center experience is essential.
• Ability to handle complex issues and adapt to different customer personalities.

Responsibilities

• Assist customers with inquiries and guide them towards financial stability.
• Handle inbound calls and tailor affordable outcomes for customers.

Skills

Empathy

Communication Skills

Problem-Solving

Attention to Detail

Education

Grade 12 (Matric)

Tools

Computer Skills

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 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. You will remain committed to treating our customers fairly and ensuring continuous delivery of customer service excellence.

Responsibilities include resolving service problems by clarifying the customer's complaint, determining the cause, 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 individuals who are positive, empathetic, honest, resilient, and able to remain calm under pressure.

We offer comprehensive training and ongoing support to ensure you feel confident and capable in your role.

What You Will Be Doing

• Handling inbound calls from existing customers needing support with account payments.
• Tailoring affordable outcomes, setting up payment plans, and discussing tariffs to promote financial health.
• Handling customer complaints and supporting vulnerable customers with care and understanding.
• Working collaboratively to achieve targets and goals.
• Building rapport and delivering excellent customer service through meaningful conversations.
• Embracing learning and development to improve skills.
• Ensuring accurate data entry across multiple systems.
• Supporting customers from a Billing or Collections perspective, especially vulnerable ones.

What We Are Looking For

• Empathy: Genuine concern for customers’ financial difficulties.
• Resilience: Emotional stability and motivation to improve.
• Communication: Strong verbal and written skills.
• Problem-Solving: Ability to assess and resolve issues effectively.
• Attention to Detail: Accuracy in information gathering and processing.

Minimum Requirements

• Grade 12 (Matric)
• Previous customer service call center experience
• 6-12 months billing experience
• Proficiency in English communication
• Good time management and active listening skills
• Ability to handle complex issues and adapt to different customer personalities
• Customer-centric approach
• Moderate to advanced computer skills
• Mentoring skills to support less experienced colleagues

Additional Details

The campaign operates in UK time, with shifts in South African times: Monday – Friday, 9:00 AM – 7:00 PM. Candidates should be prepared for shift changes and working during festive seasons including Christmas Day.

What’s in it for you?

• Competitive pay, shift allowance, weekend bonus, and performance bonuses
• Free transport after evening shifts
• Career development opportunities and training programs
• Employee Share Scheme and scholarship opportunities after 24 months

Next Steps

Click 'Apply now' to submit your application and upload an updated CV. Successful candidates will be invited for interviews and assessments. We adhere to employment equity principles and prioritize candidates aligned with our EE targets.