Customer Advisor

Cape Town, Western Cape
Permanent
Full-time

1 month ago

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 AdvisorJob Description:Role:Tele-salesRole ObjectiveAs a call centre telesales advisor, you’ll be helping new and existing customers, listening to their needs, and matching them up with a great product or service, and a deal that’s right for them. We’ll offer you skills training to help you effectively cross-sell and up-sell, and become a better, more confident and persuasive communicator so you can go even further in your role. You’ll have targets to achieve each day, but help achieving them, with a team around you to give advice, and resources to help check your knowledge and land that pitch just right.Professional Know-how

Academic:

Grade 12 (Matric)
Experience:

Previous Telesales / Retentions / Sales through Customer Service
12 - 24 Months Call Centre (Telesales / Retentions / Sales through Customer Service)

Primary ResponsibilitiesWhat you’ll be doing:

Taking inbound calls from new and existing customers
Offering customer’s, the best product or service that suits their needs
Selling the benefits of different products/services to increase customer retention and satisfaction
Ensuring we meet the regulatory requirements when handling sales with customers”
Be compliant and follow the regulatory scripts
Educating customers about our products and services
Maintaining and updating customer databases
Staying up to date with any offers or new product development

Call type examples:

Upgrades – handset or sim
Additional business
Customers thinking of leaving – attempt to retain
Issuing PAC codes
New customers wishing to discuss new deal
Outbound: Call exiting customers via dialler (sleeping customer out of contract) offer new deals. Sim only/Iphone

Key Result Areas/CompetenciesEssential:

High proficiency in written and verbal English communication,
Ability to exercise decisiveness when selling product to customer.
Time Management: Balancing multiple tasks efficiently is essential.
Active Listening: Attentively understanding customer inquiries, concerns, and feedback is fundamental.
Empathy: Provide Solution while showing empathy and genuine concern for your customer
Handle complex issues.
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.
Attention to Detail: Accurate data entry, note-taking, and order processing are critical.
Customer-Centric Approach: Putting the customer first is a core competency. Moderate to Advanced computer skills and system navigation
Objection handling
Closing techniques
Negotiation Skills

About UsWe are a leading Mobile Virtual Network Operator in the UK. It offers a range of flexible mobile plans, including pay-as-you-go, monthly contracts, and SIM-only deals. Known for high customer satisfaction, We combine value-driven mobile services with the convenience of our retail offerings.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.We’re here to help get you to your future — whether it’s 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, there’s 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.The campaign operates in UK time. You will be required to work the following shifts in South African times:Operating Hours: SA times

Monday –Sunday (8AM-9PM)
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
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 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: Permanent

Capita

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