Utilities Technical Support

2 weeks ago

Cape Town, South Africa Sigma Connected Group Full time

Join to apply for theUtilities - Back Office Advisorrole atSigma Connected Group Overview As part of Sigma, we deliver top-tier customer service across various industries. This role focuses on back-office processing for UK customers, managing Proformas, and handling inquiries with professionalism and empathy. What Your Day-to-Day Will Look Like You’ll work from offices based in Southern Suburbs, Cape Town. This campaign involves managing and processing Proformas for customers across the UK and handling back-office tasks and general inquiries. You will respond to customer emails and outbound calls in a professional, courteous manner using campaign guidelines, scripts, and systems. Responsibilities Process and manage Proformas received from Front Office (FO) and Middle Office (MO). Update and correct customer account information to ensure billing and debt accuracy. Proactively contact customers to gather missing or incomplete information. Operate within SAP ISU systems to manage Proforma workflows. Ensure all actions comply with internal policies and relevant UK regulatory standards. Provide empathetic and effective support to customers, particularly those in vulnerable situations. Minimise repeat contacts and complaints through clear communication and issue resolution. The pace is fast, with a focus on assisting numerous people daily. You will have the opportunity to work with your team virtually and on-site as required. Full training and ongoing coaching are provided; prior knowledge is not required, but a willingness to learn and drive to excel is important. What Amazing People Will Bring to the Role You should be dedicated to providing outstanding customer service, with excellent listening, communication, and empathy skills. You should be comfortable engaging with individuals to address inquiries and conflicts, adaptable to change, and able to perform well under pressure. You will strive to meet KPIs and welcome feedback, maintaining a positive attitude in a fast-paced environment. Requirements Grade 11 or Matric (proof if required). 6–12 months Utilities BPO experience with emails or chats; back-office experience is advantageous. Clear criminal and credit record. Reside within 30 km of our main Diep River site. Clear, professional communication with a diverse customer base. Strong accuracy in data entry and account management. Ability to identify information gaps and take initiative to resolve issues. Strong listening skills and the ability to tailor communication to individual customer needs. Ability to identify positive outcomes for customers, including appropriate referrals to support services. Employment Details Seniority level: Entry level Employment type: Full‑time Job function: Other Industries : Outsourcing and Offshoring Consulting Join our ongoing recruitment process : after you submit your CV, we will reach out for a brief phone chat if there is a fitting position, followed by a Talent Session or interview and onboarding if successful. Ljbffr #J-18808-Ljbffr

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