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:
Customer Advisor
Job Description Summary
As the UK’s leading parcel delivery business, operating on a UK wide basis, you’ll no doubt have seen our vans on the road. We have over 40 years behind us and know what makes our operation tick - fantastic people and amazing service, delivered via state-of-the-art technology to ensure an incredible customer experience. And that’s why we’re so successful.
As a Customer Service Advisor, you’ll be part of a dedicated team, undertaking a key front-line role, ensuring we continue to provide a ‘best in class approach to a growing customer base and a service culture that excels at every level. On a day-to-day basis.
Experience:
- Grade 12 (Matric)
- 6-12 Months Previous Customer Service Experience
- High End retail / Call Center experience
Primary Responsibility:
- Providing excellent customer service with a key focus on doing the right thing for each customer – deliver solutions that meet their individual needs.
- Dealing with consumers that need to drop off parcels at customers houses, loss of parcels, complaints in delayed parcels.
- Handling escalated customer queries with empathy and integrity, logging accurately
- 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.
- 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.
- 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
UK operating times:
Rotational Shifts Between 08:00 am and 11:00 pm
(Please note that rotational shifts are subject to change based on CapitaSA operational requirements)
South African equivalent hours are:
9 am -6 pm
10 am -7 pm
12 pm -9 pm
40 hours per week, including weekends, SA public holidays and UK bank holidays.
This does not mean that you would work one week early and 1 week late.
Your shift roster is subject to change, and you must be prepared to work unfavorable shift patterns.
If you work on a weekend, 2 days will be given off in the week, but might not be consecutive.
Call center is operational 365 days per year (Including all Public Holidays).
You will be expected to work during the festive season (Especially Christmas Day) due to the high volume of calls.
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
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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