Energy Care Specialist - Service, Retention & Solutions

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.

Customer Advisor

Customer Advisor

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.

• Academic: Grade 12 (Matric)

• 12 Months International Call Centre experience with the following areas:
  • Utilities
  • Collections
  • Sales through service

• 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 the 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 a good time and meeting day to day service delivery targets.
• Adhering to data protection and confidentiality laws.
• Employing a collection through service approach.
• Emphasises customer retention in these efforts.

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

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. 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.

• 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).

• 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 Centre 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.

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.

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.

Cape Town, South Africa

Full time

Permanent