Customer Advisor
Job ID: 10112275
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 Advisor - Direct Debit Goodbye Cycle (Retentions)
Role Objective
Goodbye has the responsibility for serving customers who are going through the change of supplier process. Customers enquire regarding the process and the timescales when changing supplier.
The contacts and processes vary vastly, just a few examples of some common enquiries handled include:
Billing - To create a new bill/amend a bill using customer meter reading
Amend Bill - To amend an existing bill using customer meter readings
Refund - The Customer will either notice on their statement or their online account that they are in credit. They will call to ask for a refund of that credit. The agent will advise them of the impact on their direct debit amount if they take the refund. The agent will then raise the refund for the customer if it is still required.
Account details - The Customer emails to amend the details we hold on record for their account such as the name (married/divorced), add a postal address, change bank details/payment date etc. The agent will make the necessary changes on the call. Amending the details held on record such as customer name (married/divorced), postal address, bank details/payment date etc.
Amend Payment plan - Change the customers payment plan to another payment plan (BDM to BMW), change payment date or amend bank details. Change the customers current package/payment plan to another (i.e. Direct Debit to Quarterly Cash), change payment date or amend bank details
Re-Calculate Payment Plan / consumption levels - To re-calculate the customer’s existing payment plan based on actual consumption levels
Arrange Metering Appointments – to install a prepayment meter, meter exchange to confirm meter details/reads.
Online help – Assistance in dealing with their online account i.e. re-setting passwords
Support Vulnerable customers - Recognise vulnerability through questioning and support vulnerable customers through various mechanisms inhouse and signposting external when required.
Collect Cash - To provide advice to customers regarding payment plan options. Explain account balance and offer affordable solutions.
Digital Education- It is part of the long-term strategy to improve customer self-serve activity, resulting in reduced contacts, improved online functions and customer satisfaction. Therefore, where possible customers should be educated on the benefits of online account management, of all the area this is most relevant in the Direct Debit area.
Retention/win back – To understand customer reasons for leaving SP and mitigate by conveying benefits of staying with SP.
SYSTEMS:
SAP (CRM / ISU1 / UI5)
ECOES
Multi media
Microsoft Office
Dialler technology (Genesys)
Microsoft packages
APEX solutions
IEX
XOSERVE
Promise Tracker
Various external website
The Oracle (this is run through Microsoft Excel)
Siemens online (Prepayment)
Experian (Prepayment)
Visual manual (web based training application)
CCAi (Insights tools)
All the Centres operate a POD set up which includes support from floorwalkers to offer a better service to customers ensuring the customer request or query is resolved within service level. Where possible, all issues are handled end to end within the pod.
Professional Know-how
Minimum Academic Requirement:
Grade 12 (Matric)
Experience:
12 Months International Call Centre experience with the below: -
Utilities Experience Advantageous
Sales through Service
Retentions
Billing
Working Relationships
Internal:
Operations/functional line
External:
Scottish Power Customers
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
Scottish Power: Better Future, Quicker
Scottish Power is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy.
Scottish Power 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.