Customer Advisor

Role: 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 and remaining 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 by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution. You will be focusing on troubleshooting technical challenges, general customer support, and offering new products and services where relevant to our customers.

Professional Know-how

• Academic:

• Grade 12 (Matric)

• Experience:

• 6 months international BPO Call Center or 24 months domestic Call Center experience.
• Previous Customer service experience

Working Relationships

Internal:

• Operations/functional line

Primary Responsibilities

• Providing excellent customer 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 wide range of queries across telephony platform
• 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 

Note:

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

Operating Hours: SA times

▪ Monday –Sunday (8AM-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)

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.
• 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.
• Empathy: Provide Solution while showing empathy and genuine concern for your customer.
• Conflict Resolution: Handling customer complaints effectively is essential.
• Strong analysis skills with a keen eye to identify process improvement opportunities.

Desirable: 

• Telecommunications Experience (Advantageous)

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.