In this role, you will manage end-to-end customer interactions across voice, email, webchat, and digital channels, ensuring each engagement delivers a seamless and high-quality experience.
Job title:
Customer Advisor
Our aim is to be the UK’s number one customer service team by making every interaction easy, personal, and right the first time. We deliver a world-class experience by truly connecting with our customers,leveragingthe right tools and resources to resolve queries efficiently, and consistently creating a positive,lasting impressionof our brand.
You willbe responsible forproviding efficient, high-quality support whilemaintaininga strong focus on customer satisfaction, brand representation, and commercial awareness. This role requires a commitment to delivering consistently exceptional service to a discerning customer base, ensuring every interaction reflects excellence, care, and professionalism.
Professional Know-how
Academic:
Grade 12 (Matric)
Experience:
Primary Responsibilities:
Provide support on a wide range of retail-related queries (orders, products, delivery, returns, and general enquiries)
Use effective questioning techniques to fully understand customer needs and provide tailored solutions
Deliver a personalised, premium service with a clear focus onhigh standardsand attention to detail
Empower customers by educating them on self-service options, as well as the products and solutions available
Ensuring we take care of our customers and provide a positive journey whilst resolving their queries to reduce repeat contacts
Achieving targets across the required operational metrics and ensuring adherence to the efficiencies around scheduled hours,absenceand deliveries
Work in a fast-paced, target-driven environment, consistently meeting performance and quality expectations
Additional Expectations (Performance, Behaviour & Environment)
Given the nature of the M&S brand and customer base, the following are critical to success in this role:
Reliability & Attendance:Consistent adherence to schedules and strong accountability for attendance and performance
Adaptability & Flexibility:Ability to adjust to changing priorities, customer demands, and business needs
Resilience:Ability to remain professional and composed when handling demanding or high-expectation customers
Performance Focus:Commitment to achieving key performance metrics including quality, productivity, and customer satisfaction
Customer Excellence:Delivering a world-class, high-touch service experience aligned with a premium UK retail brand
Key Result Areas/Competencies:
Essential:
Highproficiencyin written and spoken English, with clear articulation and professionalism
Strong communicationskills, with the ability to confidently engage with a high-end customer base
Excellent active listening and questioning techniquesto fully understand customer needs
Strong customer-centric mindset, with a passion for delivering exceptional service
Ability to handle complex or high-expectation interactionswith confidence and professionalism
Strong problem-solving abilitywith attention to detail
Proven time management and multitasking skillsin a fast-paced environment
High levelof adaptability and resilience
Moderate to advanced computer literacy and system navigation skills
About Us
Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.
We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.
Our services span across multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.
UK Hours
The campaign operates in UK time.
What’sin it for you?
Competitiveremunerationpackage
Shift Allowance
Weekend Hero Bonus
Excellent monthly performance bonus of up to 20% of basic salary
Freedoor-to-doortransport for evening shifts after 7pm
A progressive career path to help youdevelop inyour Call center career.
Comprehensive product training in a fun collaborative environment
Excellent accredited training programs toassistyou in career development on a variety of subjects/concepts.
Employee Share Scheme Trust after 24 months tenure with Capita
Eligibility toparticipatein our scholarship program after 24monthstenure with Capita.
What we hopeyou’lldo 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 yourrelevantexperience.
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
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.
Operating across eight countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.4bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions.
We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders.
