Job Description

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:Customer Advisor SummaryAs the UKxe2x80x99s leading parcel delivery business, operating on a UK wide basis, youxe2x80x99ll 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 thatxe2x80x99s why wexe2x80x99re so successful.As a Customer Service Advisor, youxe2x80x99ll be part of a dedicated team, undertaking a key front-line role, ensuring we continue to provide a xe2x80x98best 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 xe2x80x93 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 pm10 am -7 pm12 pm -9 pm40 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.Whatxe2x80x99s 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 youxe2x80x99ll do nextChoose xe2x80x98Apply nowxe2x80x99 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 businessxe2x80x99 EE targets and goals.Attach your most recent CV indicative of the criteria as advertised.Location: Cape Town, South AfricaTime Type: Full timeContract Type: Permanent

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