Customer Advisor

In this role, you will take ownership of customer interactions from start to finish, resolving product and service queries with confidence and care. This includes listening to and understanding customer concerns, identifying the root cause of issues, and clearly guiding customers through the best possible solutions. You will proactively follow up to ensure complete resolution and customer satisfaction. 

Job title:

Customer Advisor

Job Description:

Alongside troubleshooting technical challenges and providing general support, you will naturally identify opportunities to introduce and recommend relevant products and services that enhance the customer’s overall experience. Using a consultative and customer-first approach, you will engage in soft sales by highlighting features and benefits aligned to the customer’s needs, adding value while ensuring a seamless and positive interaction.

• Providing excellent customer service with a key focus on doing the right thing for each customer – delivering 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   

• 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   

Key Result Areas/Competencies  

Essential:  

• High proficiency in written and verbal English communication,   

• Time Management: Balancing multiple tasks efficiently is essential.  

• Active Listening: Understanding customer queries and questions.   

• 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.  

• Customer-Centric Approach: Putting the customer first is a core competency.   

• Moderate to Advanced computer skills and system navigation   

• Negotiation skills – Finding win-win solutions  

• Objection handling – Addressing concerns and turning “no” into “yes”  

• Adaptability – Adjusting your approach for different customers  

• Persuasion techniques – Influencing decisions ethically  

• Emotional intelligence – Reading customer emotions and responding appropriately  

• Closing skills – Knowing when and how to ask for the sale  

• Resilience – Handling rejection and staying motivated  

• Problem-solving – Offering solutions tailored to customer needs  

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.

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 across multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

UK Hours

The campaign operates in UK time. 

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 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. 

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Fixed Term (Fixed Term)