Customer Advisor Job Cape Town area,South Africa,Customer Service/HelpDesk

Description

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.

Resolving 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; following up to ensure resolution.

Join our team as a Customer Service Collections Specialist! In this role, you will assist customers by addressing their general inquiries, understanding their unique situations, and guiding them towards financial stability. We are looking for individuals who are positive, empathetic, honest, and resilient, with the ability to remain calm and composed under pressure. We offer comprehensive training and continuous support to ensure you feel confident and capable in your role.

What you will be doing

You will be responsible for handling inbound calls from existing customers who require support to manage the payments on their accounts. You will help by tailoring affordable outcomes, setting up payment plans and discussing suitable tariffs to help them on the road to financial health.

Your role will also involve general enquires from customers who have queries around their bill, customers moving house and enquiries around their water supply.

Handling customer complaints should they arise.

Supporting vulnerable customers and addressing their complex needs with care and understanding.

Working collaboratively with a supportive team to achieve targets and goals.

Building rapport, empathising, and having meaningful conversations with our customers to deliver excellent customer service

Embracing learning, coaching and development to continuously improve your skills and capability

Recognising you can positively impact customer’s lives and make a real difference.

Efficiently navigating multiple systems while engaging with customers, ensuring all information entered is accurate.

Identifying and dealing with vulnerable customers and the ability to follow strict quality requirements to support our customers from a Billing or Collections perspective

What we are looking for

Empathy - Understanding and showing genuine concern for customers' financial difficulties fosters trust and leads to more successful resolutions

Resilience:
Maintaining emotional stability, staying motivated with a drive to continuously improve

Communication:
Strong verbal and written communication skills are crucial for engaging with customers, explaining complex information clearly, and building rapport

Problem-Solving:
The ability to assess situations, devise effective solutions and and thrive in an ever changing environment

Attention to Detail:
Ensuring all gathered information is accurate and maintaining a strong focus on delivering exceptional work.

Experience:

Grade 12 (Matric)

Previous Customer Service Call Centre Experience

6-12 Months Customer Service with billing experience

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

Acts as a mentor to support and develop less experienced colleagues.

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

Operating

Hours:

SA times

Monday – Friday (9:00AM – 7:00PM)

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…


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