Job Description

The Learnership Programme is designed to provide participants with a comprehensive learning experience that combines theoretical knowledge and practical skills application. The objective of the role is to facilitate a structured learning process, enabling learners to acquire a recognized qualification upon completion of the programme. Additionally, learners will gain valuable work experience in the contact centre, equipping them with the necessary tools to excel in their future careers.About Us:Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.Were here to help get you to your future whether its to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, theres no better place to be.Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.Job title: Customer Advisor:In this role you will be responsible for completing interactions with our customers by resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution. You will be focusing on troubleshooting technical challenges, general customer support, and offering new products and services where relevant to our customers.Learnership Responsibilities:

• Engage in both classroom-based learning and on-the-job training.
• Complete all required assessments and assignments to meet the academic standards of the qualification.
• Actively participate in practical work experience sessions to apply theoretical knowledge.
• Collaborate with mentors and peers to enhance learning outcomes.
• Demonstrate commitment to personal and professional development throughout the programme.

Role 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

Professional Know-How:

• Grade 12 (Matric) (Pass in English and Mathethics/Maths Lit)
• Currently Unemployed: Minimum 7 days unemployed prior to learner start date.
• Previous Retail experience (Preferred but not essential)
• Customer Service experience (Preferred but not essential)

Essential:

• Reading comprehension
• Writing and speaking skills
• Computer skills, and basic Internet navigation skills
• Critical thinking and problem-solving skill
• Time Management: Balancing multiple tasks efficiently is essential.

Whats 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 youll do nextChoose 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.

IMPORTANTThe 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 AfricaTime Type: Full timeContract Type: Fixed Term (Fixed Term)

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