Vacantes en Cape Town, United States

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

In this role, you will be responsible for completing interactions with our customers by resolving product or service problems, clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution. You will focus on troubleshooting technical challenges, providing general customer support, and offering new products and services relevant to our customers.

Primary Responsibilities:

• Providing excellent customer service with a focus on doing the right thing for each customer by delivering solutions that meet their individual needs.
• Identifying vulnerable customers and adapting your approach, providing additional support when required.
• Handling escalated customer queries with empathy and integrity, logging interactions accurately.
• Dealing with a wide range of queries across the telephony platform.
• Performing other duties as necessary and in line with the scope of this role.
• Handling customer queries and delivering high-quality service throughout interactions.
• Using your product knowledge proactively to find answers and solve problems.
• Working to tight deadlines to ensure timely responses and meet service delivery targets.
• Adhering to data protection and confidentiality laws.
• Demonstrating high proficiency in written and verbal English communication.
• Managing time efficiently to balance multiple tasks.
• Active listening to understand customer queries and questions.
• Quick thinking and resourcefulness in problem solving.
• Communicating clearly and concisely.
• Adjusting to different customer personalities and situations.
• Putting the customer first as a core competency.
• Possessing moderate to advanced computer skills and system navigation.

Minimum Requirements:

• Grade 12 or equivalent.
• Clear credit and criminal record.
• Proficiency in webchat and email is advantageous.

Capita is recruiting for a high-end retailer in the UK to deliver excellent customer experience. We seek colleagues who prioritize customers over tasks and promote the retailer’s products. As the CX Champion, you will be the voice of the customer, helping the retailer to improve continually.

The campaign operates in UK time. You will work shifts in South African times:

• Monday – Sunday (9:00 am - 00:00 am shifts)

Your shift roster is subject to change, and you should be prepared for unfavorable shift patterns as per operational needs. Our Call Centre operates 365 days a year, including Christmas and New Year, and you will be expected to work during the festive season.

• Competitive remuneration package.
• Excellent monthly performance bonus of up to 20% of basic salary.
• Free door-to-door transport for evening shifts after 7 pm.
• A progressive career path in the call center industry.
• Comprehensive product training in a collaborative environment.
• Access to accredited training programs for career development.
• Employee Share Scheme Trust after 24 months.
• Eligibility for our scholarship program after 24 months.

Choose ‘Apply now’ to complete our short application and upload your latest CV highlighting relevant experience. Your application will be reviewed, and successful candidates will be invited for an interview. Shortlisted candidates may undergo assessments based on role requirements.

Capita South Africa adheres to the Employment Equity Act, prioritizing candidates in line with EE targets. Please attach your most recent CV as per the criteria advertised.

Capita is a business specializing in consulting, transformation, and digital services, aiming to create better outcomes for all stakeholders. We are committed to responsible business practices, societal impact, and environmental respect, operating across the UK, Europe, India, and South Africa with approximately 55,000 employees across three divisions: Capita Experience, Capita Public Service, and Capita Portfolio.