Customer Advisor

We're looking for dynamic, customer-focused individuals with telecoms experience to join our fast-paced, high-performing contact centre team. In this role you will be responsible for completing interactions with our customers by resolving mobile product or service enquiries by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting corrections, adjustments as well as following up to ensure resolution for customer satisfaction. You will be focusing on troubleshooting technical challenges, general customer support, and offering new products and services where relevant to our customers. 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. Job title: Customer Advisor Job Description: 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 towards 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 Achieve daily, weekly and monthly performance targets 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. Minimum Requirements: Grade 12 (Matric) Previous Customer Service Experience 12 months international BPO or 24 months domestic Call Center experience. Telecommunications Experience (Advantageous) Must Reside in Cape Town Clear Credit and Criminal Record Competitive remuneration package + Incentives Performance-Linked rewards: Bonus, 20% of basic salary Absence Bonus Care Giveaway Fridays NPS incentive Shift Allowance Rotational Shifts Medical Insurance Free transport for evening shifts ending at 6:30pm and after A progressive career path to help you develop in your Call centre career. Comprehensive product training in a fun collaborative environment 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. 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,Republika Południowej Afryki Time Type: Zatrudnienie w pełnym wymiarze godzin Contract Type: Stały Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes - for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business - in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors. Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people's lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.