Utilities Technical Support - Back Office Advisor

Sigma Connected Group; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A customer service provider in Cape Town seeks a Back Office Advisor to assist UK customers with Proformas and inquiries. The role requires commitment to excellent customer service, strong communication skills, and the ability to adapt in a fast-paced environment. Candidates should have a Grade 11 or Matric and experience in a Utilities BPO setting. This full-time position offers comprehensive training and support.

Qualifications

• 6–12 months experience in Utilities BPO with emails or chats.
• Ability to handle customer inquiries effectively.
• Strong accuracy in data entry and account management.

Responsibilities

• Process and manage Proformas from Front and Middle Office.
• Update customer account information for accuracy.
• Proactively contact customers for missing information.

Skills

Customer service dedication

Excellent listening skills

Professional communication

Adaptability to change

Strong data accuracy

Education

Grade 11 or Matric

Tools

SAP ISU systems

Job description

Join to apply for theUtilities - Back Office Advisorrole atSigma Connected Group

Overview

As part of Sigma, we deliver top-tier customer service across various industries.

This role focuses on back-office processing for UK customers, managing Proformas, and handling inquiries with professionalism and empathy.

What Your Day-to-Day Will Look Like

You’ll work from offices based in Southern Suburbs, Cape Town.

This campaign involves managing and processing Proformas for customers across the UK and handling back-office tasks and general inquiries.

You will respond to customer emails and outbound calls in a professional, courteous manner using campaign guidelines, scripts, and systems.

Responsibilities

Process and manage Proformas received from Front Office (FO) and Middle Office (MO).

Update and correct customer account information to ensure billing and debt accuracy.

Proactively contact customers to gather missing or incomplete information.

Operate within SAP ISU systems to manage Proforma workflows.

Ensure all actions comply with internal policies and relevant UK regulatory standards.

Provide empathetic and effective support to customers, particularly those in vulnerable situations.

Minimise repeat contacts and complaints through clear communication and issue resolution.

The pace is fast, with a focus on assisting numerous people daily.

You will have the opportunity to work with your team virtually and on-site as required.

Full training and ongoing coaching are provided; prior knowledge is not required, but a willingness to learn and drive to excel is important.

What Amazing People Will Bring to the Role

You should be dedicated to providing outstanding customer service, with excellent listening, communication, and empathy skills.

You should be comfortable engaging with individuals to address inquiries and conflicts, adaptable to change, and able to perform well under pressure.

You will strive to meet KPIs and welcome feedback, maintaining a positive attitude in a fast-paced environment.

Requirements

Grade 11 or Matric (proof if required).

6–12 months Utilities BPO experience with emails or chats; back-office experience is advantageous.

Clear criminal and credit record.

Reside within 30 km of our main Diep River site.

Clear, professional communication with a diverse customer base.

Strong accuracy in data entry and account management.

Ability to identify information gaps and take initiative to resolve issues.

Strong listening skills and the ability to tailor communication to individual customer needs.

Ability to identify positive outcomes for customers, including appropriate referrals to support services.

Employment Details

Seniority level: Entry level

Employment type: Full‑time

Job function: Other

Industries : Outsourcing and Offshoring Consulting

Join our ongoing recruitment process : after you submit your CV, we will reach out for a brief phone chat if there is a fitting position, followed by a Talent Session or interview and onboarding if successful.

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