Ensures that customer issues andconcerns are answered efficientlyand effectively. More experienced Advisors may coach others and support the resolutionof escalated complaints inaccordance withbusiness, policy and legal requirements.
Job Description
Role Objective
As a member of a highly skilled and motivated team, you will communicate with customers to identify specific needs, whilst delivering a market leading trading experience to increase the profitability of the business and remaining committed to treating our customers fairly and ensuring continuous delivery of service excellence in a sales/recontacting environment.
In this role you will be responsible for completing interactions with our customers by cross-selling/upselling new products. Determining the cause of customers wanting to leave; selecting and explaining the best solution to solve the problem. You will be focusing on retaining customers and logging customers complaints as well as offering new products and services where relevant to our customers.
Professional Know-how
• 12 – 24 months experience in a Sales Call Center environment
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 lawsas well as regulatory compliance.
High proficiency in written and verbal English communication,
Time Management: Balancing multiple tasks efficiently is essential.
Active Listening: Understanding customer queries and questions
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
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
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.
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.
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