Customer Advisor

Posted 9 Days Ago
Be an Early Applicant
South Africa, West Coast District Municipality, Western Cape
Junior
Information Technology • Consulting
The Role
As a Customer Advisor at Virgin Media O2, you will respond to customer inquiries, make product recommendations, and handle billing and account questions. You'll also identify sales opportunities during calls, address escalated issues, and ensure a high level of customer service while adhering to compliance regulations.
Summary Generated by Built In

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 Advisor

Job Description:

As a Customer Service Advisor at Virgin Media O2 (VMO2) you will be a key player in the company’s customer relations. You will serve as the first point of contact for customers, answering inquiries, making product recommendations, and providing information about services or products.

Your primary role involves taking inbound calls from existing VMO2 customers, handling a variety of call types. These include billing enquiries, changes or updates to customer accounts and product-related questions.

In addition to these responsibilities, there is an element of sales through service involved in the role. Advisors are expected to identify and act on triggers in conversations with customers to generate sales. This role is perfect for individuals who are customer-focused, tech-savvy, and have a knack for sales.

Professional Know-how

Academic: Grade 12 (Matric) Experience:

12 months international BPO customer service experience OR 24 months Domestic Customer Service experience.

Working Relationships

Internal: Operations/functional line External: External Customer

Primary Responsibilities:

Providing excellent 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 specific range query.

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 as well as regulatory compliance.

Key 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 questions

Handle complex issues.

Strong sales acumen.

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

Ability to work in a team.

About Us

O2 is one of the biggest cellular networks in the UK. This is a telecommunications campaign and the kinds of queries that come through would be: Customer that want to do sim swaps, network queries and billing queries.

The campaign operates in UK time. You will be required to work the following shifts in South African times:

Operating Hours: SA times

Monday–Sun (9AM – 9PM)

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

Weekend Hero Bonus

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.

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent

The Company
London
24,265 Employees
On-site Workplace
Year Founded: 1984

What We Do

Capita is a leading provider of business process services, driven by data, technology and people. We are a purpose-led, responsible organisation¬. Every day our 50,000 colleagues help millions of people, by delivering innovative, digitally enabled solutions to transform and simplify the connections between government and citizens, businesses and customers. We partner with our clients and provide the insight and technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate across three divisions – Capita Public Service, Capita Experience and Capita Portfolio – in the UK, Europe, India and South Africa. Capita is quoted on the London Stock Exchange (CPI.L). Further information can be found at: http://www.capita.com

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