Job Description

Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.

Job title:

Customer Advisor

Customer Advisor

Role Objective

The Pre-Payment Front Office has the responsibility for serving customers with gas and electricity services on a pay as you go tariff. It strives to provide excellent service, aligning customers’ ability to pay debt collection and offer a budgeting service to those without debt.

The primary goal is to ensure high levels of customer retention and growth by addressing all customer concerns, promoting relevant products and services, and educating customers on self-serve functions available via the website and smartphone app.

Professional Know-how:

• Academic: Grade 12 (Matric)

Minimum experience:

• 12 Months International Call Centre experience with the below: -

• Utilities are Advantageous

• Collections

• Sales through service

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 approaches, 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 meeting day-to-day service delivery targets. 
• Adhering to data protection and confidentiality laws 
• Employing a collection through service approach.
• Emphasizes customer retention in these efforts.

Key Result Areas/Competencies

Essential:

• Strong proficiency in both written and spoken English communication,
• Time Management: Effectively Balancing various tasks is crucial.
• Active Listening: Comprehending customer inquiries and concerns
• Ability to manage complex situations.
• Problem Solving: Being resourceful and quick-thinking is essential.
• Communication Skills: Ensuring communication is clear and to the point.
• Adaptability: Being able to adjust to various customer personalities and scenarios is important.
• Customer-Centric Approach: Prioritizing the customer is a key skill.
• Moderate to advanced computer skills and proficiency in system navigation.
• Sales through service
• Collections

About Us

ScottishPower: Better Future, Quicker

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy.

ScottishPower is the first integrated energy company in the UK to generate 100% green electricity (opens in a new window). Our focus is on wind energy, smart grids and driving the change to a cleaner, electric future and we're investing over £18m every working day to make this happen.

We're committed to speeding up the transition to cleaner electric transport, improving air quality and over time, driving down bills - to deliver a better future, quicker for everyone.

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

Operating Hours:

• Monday–Friday (10am-9PM)
• Saturday- 10am 5pm – Closed on Sunday
• our 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
• 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 of 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.

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent