Customer Service Agent

Primary Responsibilities:

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer utilities enquiries whilst delivering customer service excellence  

• Contribute to the workstream to deliver objectives to agreed business targets (including quality and compliance)  

• Deliver accurate information on accounts and billing to ensure consistency across the organisation and provide a reliable and trustworthy customer service  

• Identify and understand customer needs in order to provide a consistently high-quality service    

• Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely manner  

• Increase customer retention, loyalty and build a credible reputation  

• Comprehend and adhere to the company and department standards, policies and procedures  

• Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards  

• Deliver a quality service to all customers and 3rd parties to ensure customer and client satisfaction  

• Achieve and deliver effective level of personal work, activities and high level of performance to meet individually set objectives  

• Identify and contribute to self-development to enhance individual and departmental performances within client/company procedures and policies  

• Process and resolve customer requirements and queries within predetermined client/company procedures and policies  

• Participate and support as an individual and team member to achieve overall team and business objectives, this may be in a, administration, customer service or early collections environment.   

• To actively support through own knowledge or by recognising the need for specialist support in the areas of legal and regulatory compliance to meet best practise and company policy  

• Adhere to HR policies and procedures as set out in individual contract and staff handbook  

• Drive revenue generation capability to increase revenue for Capita SA and Clients  

• Being the ‘Customer Champion’ you will challenge existing process/systems that stand in the way of driving customer delight, by placing our customers at the heart of everything that we do  

• Using call centre systems competently to keep both customers’ accounts and own records accurately updated  

• Focus on Process adherence in relations to Client needs and expectations.   

• Identifying vulnerable customers and adapting approach, providing additional support when required. 

• Any other duties as deemed necessary and in line with the scope and level of this role.  
• 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   

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  
• Acts as a mentor to support and develop less experienced colleagues.  

Minimum Requirements:

• Grade 12 (Matric)
• Customer Service Experience
• 6months+ International Call Centre Experience
• Must Reside in Cape Town
• Clear Credit and Criminal Record

What’s in it for you? 

• Competitive remuneration package + Incentives
• 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