Customer Advisor

2 weeks ago

Cape Town, Western Cape, South Africa Capita Full time
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 AdvisorJob Description:

Role: 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.

In this role you will be responsible for completing interactions with our customers by resolving product or 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 and following up to ensure resolution.

You will be focusing on troubleshooting technical challenges, general customer support, and offering new products and services where relevant to our customers.

Professional Know-how Academic:Grade 12 (Matric)

Experience:
Previous Customer Service Experience6-12 Months Customer Service Call Centre / 12 Months High End Retail

Working Relationships Internal:

Operations/functional lineExternal: M&S CustomerPrimary 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 approach, providing additional support when required.

Handling escalated customer queries with empathy and integrity, logging accuratelyDealing with a wide range of queries across telephony platformAny other duties as deemed necessary and in line with the scope and level of this role.

Handling customer queries and delivering high quality service throughoutUsing 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 meet day-to-day service delivery targets.

Adhering to data protection and confidentiality lawsKey Result Areas/Competencies Essential:
High proficiency in written and verbal English communication,

Time Management:
Balancing multiple tasks efficiently is essential

Active Listening:
Understanding customer queries and questionsHandle complex issues

Problem Solving:
Quick thinking and resourcefulness are vital

Communication Skills:

Clear and concise communicationAdaptability:
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 navigationAbout Us M&S is a High end Retailer in the UK, They have various line of business - voice, emails, webchat, and RCS which is more of soft sales (upselling) department, A demanding and high end customer service 'I know what I want customer', Customer that does not mind to spend extra buck, retail customers.

The campaign operates in UK time.

You will be required to work the following shifts in South African times:

Operating Hours:

SA times Monday –Sunday (9AM-00:00 shifts)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 (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 packageShift AllowanceWeekend Hero BonusExcellent monthly performance bonus of up to 20% of basic salaryFree door to door transport for evening shifts after 7pmA progressive career path to help you develop in your Call center career.

Comprehensive product training in a fun collaborative environmentExcellent accredited training programs to assist you in career development on a variety of subjects/concepts.

Employee Share Scheme Trust after 24 months tenure with CapitaEligibility to participate in our scholarship program after 24 months 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 AfricaTime Type:

Full timeContract Type:
Permanent
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.
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