Customer Advisor
Job ID: 10112235
Cape Town
Permanent
Office Based
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 Description
Role:
Customer Service Advisor Smart Meter Service
Role Objective
The SMART Meter Service team handles customers with newly installed SMART meters and addresses initial queries related to the new technology.
These queries include reading the In-Home Display Unit, app assistance, consumption queries, billing, and SMART meter-specific enquiries. Additionally, the team manages general customer enquiries such as billing and refunds, product changes, account updates, payment plan adjustments, metering appointments, online account help, product options at package end, support for vulnerable customers, direct debit reassessments, cash collection advice, digital education for self-service, and upselling additional products and services.
Professional Know-how
Academic:
Grade 12 (Matric)
Experience:
12 Months International Call Centre experience with the below: -
Utilities are Advantageous
Sales through Service
Collections
Working Relationships
Internal:
Operations/functional line
External:
Scottish Power Customer
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 approach, 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 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 laws
Should have technical proficiency to understand SMART meter technology and troubleshooting issues.
They need strong customer service, problem-solving, and communication skills to handle queries and billing.
Sales skills for upselling products and empathy for supporting vulnerable customers are also crucial.
Key Result Areas/Competencies
Essential:
Strong proficiency in both written and spoken English communication,
Time Management: balancing various tasks is crucial.
Active Listening: Comprehending customer inquiries and concerns
Ability to manage complex situations.
Problem Solving: Being resourceful and quick-thinking is essential.
Communication Skills: Ensuring communication is clear and to the point.
Adaptability: Being able to adjust to various customer personalities and scenarios is important.
Customer-Centric Approach: Prioritizing the customer is a key skill.
Moderate to advanced computer skills and proficiency in system navigation.
Sales through service
Collections
About Us
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 (opens in a new window). 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.
The campaign operates in UK time. You will be required to work the following shifts in South African times:
Operating Hours:
Monday–Friday (10am-6PM) – closed Saturday on Sunday
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 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 center 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 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.
About us
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.
