UK Customer Service Advisor

Concentrix; Cape Town; On-site; ZAR 81,000 - 97,000; Full time

Benefits offered by this job

Medical aid/insurance

Retirement fund

Subsidized transport

Nightshift allowance

EAP

Job summary

Concentrix in Cape Town is seeking a UK Customer Service Advisor to join our vibrant on‑site team. You will handle customer contacts across phone, email, and chat, guiding purchases and offering substitutions for out‑of‑stock items.

This role supports international campaigns with a focus on service excellence and sales opportunities. The position requires at least six months in international call centres (or 12 months in high‑end retail) and a Matric pass, with a B2 English level.

Qualifications

• Minimum six months international call centre experience or 12 months high‑end retail with international brands.
• Experience in CS correspondence is advantageous.
• English language level is required (B2).

Responsibilities

• Handle incoming customer contacts via phone, email, chat or other channels and assist pre- and post‑sale needs.
• Present purchasing options and guide customers through the buying process.
• Offer substitutions for out‑of‑stock items and identify sales opportunities.
• Log interactions in the CRM and ensure responses meet SLA and quality standards.
• Escalate issues to Team Leaders and collaborate across teams as needed.

Skills

International Call Centre

Retail experience with international品牌

CS correspondence experience

English proficiency (B2)

Education

Matric / Grade 12

Job description

Job Title

UK Customer Service Advisor

Job Description

Join Concentrix Today! Are you looking for an opportunity to jumpstart your career in the service industry? Now is your time to shine with Concentrix in this exciting opportunity to join our dynamic team as a Customer Support Advisor working on an internationally innovative campaign with a base salary of R8000

You’ll be working on-site from our vibrant Cape Town office where creativity meets cutting-edge technology. All the while, you’ll become part of a community of like-minded individuals who become friends for life.

This Customer Support Advisor role at Concentrix is a great match if you:

• 6 months’ International Call Centre Experience (Essential) AND/OR 12 months’ high-end retail experience with international brands (Advantageous) OR Experience in CS correspondence work (Advantageous)
• Passed Grade 12 / Matric (Essential)
• B2 English Language

What is in it for you?

In this role, we offer benefits that help you support your unique lifestyle:

• Base Salary of R8000
• Choice between Medical Aid OR Medical Insurance.
  • Medical aid – Covers only employee
  • Medical insurance – Covers employee and 2 dependents
• Retirement Fund
  • 2.5% employer contribution, 2.5% employee contributions
• Subsidized transport
  • Subsidized transport is provided between the hours of 7 pm and 6 am - Employee will contribute a maximum of R350
• Nightshift Shift Allowance
  • 10 - 15% adder for all hours worked between 6 pm – 6 am
• Fantastic Employee Assistance Programme (EAP)
• Group life cover
• Access to financial well-being sessions, will writing sessions and stress management sessions
• Team building and upskill training opportunities
• Interactive and inclusive company culture

What You Will Do In This Role

• Handle incoming customer contacts (via telephone, email, chat, or other automated alerts) and address users’ needs pre- and post-sales.
• Ensure focus as the main priority, always offering customers purchasing options over the phone and/or any new available sales channels.
• Support customers with suitable substitutions for out-of-stock items and/or special occasion products.
• Identify potential sales opportunities from customers who contact post-sales assistance.
• Be able to detect customer “needs and wants” to provide detailed guidance on available products and support them on the purchasing and payment process.
• Provide guidance, advice, and an exquisite customer service, transmitting a feeling of pride in the brand, and be a truly “Brand Ambassador
• Report and elevate customer issues when placing orders which affect sales performance (stock, payment issues, etc.).
• Log call details onto call management systems and provide response and resolution within SLA. Maintain service and product knowledge and expertise associated with applications specific to individual customers.
• Escalate potential service issues through corresponding flow.
• Follow all the processes and procedures of the project.
• Ensure contractual SLA is maintained.
• Provide cover for other Agents in their absence, either within the same team or across teams.
• Liaise with Team Leaders on specific projects where requested.
• Understand and comply with administrative duties including holiday, sickness, and overtime forms in a timely and accurate manner.
• Attend regular Team Meetings.
• Work on additional tasks required by Supervisor or Mentor connected to keeping up the service performance, quality, and customer satisfaction

Ready to bring your skills, experience and sense of urgency to a company that values your expertise. Discover why over 550,000 game-changers around the globe call Concentrix their “employer of choice.” Together, we will achieve greatness and unlock unlimited possibilities.

With game-changers in over 70 countries, we celebrate our differences and embrace what makes each of us unique. Imagine being a part of a company that supports each other’s success and well-being, giving you the tools and support you need to be the best version of yourself and embark on a career with endless possibilities.

Eligibility to work

In accordance with South African law, only applicants who are legally authorized to work in SA will be considered for this position, and the appointment will be made in line with the company’s EE Plan.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.