Utilities - Customer Services Advisor - Cape Town, South Africa - Teleperformance South Africa

Teleperformance South Africa
Teleperformance South Africa
Verified Company
Cape Town, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

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Description

The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing a superb customer experience.

Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products, services and offerings.


Responsibilities

  • Responding to Customers and Colleagues with calls relating to tariff changes, soft collections and aiding loyalty development throughout each and every customer engagement.
  • Understanding customer's reasons for exploring either cancellations, meter tariff changes and addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining our client's customers.
  • Selling a range of products and closing upselling opportunities within set procedures in order to achieve sales, retention, collections and productivity targets
  • Striving for First Call Resolution, on every contact
  • Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person, developing joint solutions and sharing best practice.
  • Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand
  • Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That's why we'll encourage you to be yourself in our fastmoving, fastgrowing business.

Skills and Attributes

  • An excellent communicator (written and oral)
  • Ambitious.
  • Self-Motivated
  • Passionate about learning
  • Target Driven
  • Polite, cooperative and a friendly manner essential
  • Professional and welcoming
  • Strong customer focus
  • Excellent verbal communication skills
  • Ability to deliver excellent customer service experience
  • Ability to prioritise tasks
  • Proven ability to listen actively and to hear important information
  • Computer literacy
  • Strong negotiation skills
  • Curious, Team Spirited and Big Hearted
  • A positive mind set with a passion for continuous improvement
  • An exceptional driven and motivated individual with the passion to succeed in a fast paced environment
  • Have the ability to build rapport with Customers giving a human touch to the conversation

Experience

  • Experience delivering service / sales / collections for a UK Utilities company (preferred)
  • A minimum of 1 years UK service / sales / collections experience (Essential)
  • Proven Experience in delivering excellent customer services to internal and external customers
  • Maintain campaign performance, quality, regulatory and compliance standards

Qualifications

  • Matric or equivalent.
  • Valid SA Barcoded/Smart ID
Please respond with an updated copy of your CV.


Job Type:
Permanent


Salary:
R7, R8,500.00 per month


Education:


  • High School (matric) (required)

Experience:


  • Offshore

CSA:
1 year (required)
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