Customer Advisor

As a Customer Service Advisor at Virgin Media O2 (VMO2) you will be a key player in the company’s customer relations. You will serve as the first point of contact for customers, answering inquiries, making product recommendations, and providing information about services or products.

Your primary role involves taking inbound calls from existing VMO2 customers, handling a variety of call types. These include billing enquiries, changes or updates to customer accounts and product-related questions.

In addition to these responsibilities, there is an element of sales through service involved in the role. Advisors are expected to identify and act on triggers in conversations with customers to generate sales. This role is perfect for individuals who are customer-focused, tech-savvy, and have a knack for sales.

Professional Know-how

            Academic:                      Grade 12 (Matric)                         Experience:       

•            12 months international BPO customer service experience OR 24 months Domestic Customer Service experience.

Working Relationships

Internal:                         Operations/functional line          External:                           External Customer

Primary Responsibilities:

            Providing excellent service with a key focus on doing the right thing for each customer – deliver solutions that meet their individual needs.

            Identifying vulnerable customers and adapting approach, providing additional support when required.

            Handling escalated customer queries with empathy and integrity, logging accurately

            Dealing with a specific range query.

            Any other duties as deemed necessary and in line with the scope and level of this role.

            Handling customer queries and delivering high quality service throughout 

            Using your product knowledge to proactively find answers and solve problems.

            working to tight deadlines to ensure all queries are responded to in good time and meet day-to-day service delivery targets. 

            Adhering to data protection and confidentiality laws as well as regulatory compliance.

Key Result Areas/Competencies

Essential:

            High proficiency in written and verbal English communication,

            Time Management: Balancing multiple tasks efficiently is essential.

            Active Listening: Understanding customer queries and questions

            Handle complex issues.

            Strong sales acumen.

            Problem Solving: Quick thinking and resourcefulness are vital.

            Communication Skills: Clear and concise communication

            Adaptability: The ability to adjust to different customer personalities and situations is valuable.

            Customer-Centric Approach: Putting the customer first is a core competency.

            Moderate to Advanced computer skills and system navigation

            Ability to work in a team.

About Us

O2 is one of the biggest cellular networks in the UK. This is a telecommunications campaign and the kinds of queries that come through would be: Customer that want to do sim swaps, network queries and billing queries.

The campaign operates in UK time. You will be required to work the following shifts in South African times:

Operating Hours: SA times

            Monday–Sun (9AM – 9PM)

            Your shift roster is subject to change therefore be prepared to work unfavorable shift patterns as per operational requirements.

            Our Call Centre is operational 365 days per year (including Christmas and New Year).

            You will be expected to work during the festive season (including Christmas Day)

What’s in it for you?

            Competitive remuneration package

            Shift Allowance

            Weekend Hero Bonus

            Excellent monthly performance bonus of up to 20% of basic salary

            Free door to door transport for evening shifts after 7pm

            A progressive career path to help you develop in your Call center career.

            Comprehensive product training in a fun collaborative environment

            Excellent accredited training programs to assist you in career development on a variety of   subjects/concepts.

            Employee Share Scheme Trust after 24 months tenure with Capita

            Eligibility to participate in our scholarship program after 24 months tenure with Capita.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

            Your application will be reviewed.

            If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.