Customer Service Advisor ( sales ) at Capita

Job Description:

• To assist customers by answering product and service-related questions, suggesting information about other products and services. 
• Accessing customer accounts by recording account information whilst ensuring that the correct Data Protection Act rules apply. 
• Maintaining customer records by updating account information.
• Assist in resolving product or service-related 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; following up to ensure resolution.
• Provide telephonic customer support to customers
• Liaising with Pay Monthly customers queries
• Address telephonic complaints and general queries in a professional manner and in line with set standards
• Adhere to sound written communication principles
• Maintain customer service standards and promote a positive image of the O2 brand by offering an overall positive customer experience
• Escalate complaints/enquiries/information to relevant operational level/departments
• Ensure complaints/questions are answered/resolved in a reasonable timeframe
• Follow-up on customer enquiries and complaints, if applicable
• Address complaints referred by various Departments and provide written and verbal feedback, according to set standards
• Follow-up on customer complaints
• Log all incoming calls on a Customer Feedback CRM system, according to set guidelines
• Ensure all captured information is accurate and complete
• Report incidents according to set guidelines
• Maintain quality control principles and recommend process improvements

Minimum Requirements:

• Matric (Completed)
• Clear Criminal record
• Clear Credit record

Minimum Experience:

• Minimum of 12 months Sales Experience in Call Centre
• Call Centre Sales experience preferable
• Computer Literacy (MS Office, Social Media, Online, Navigation)
• Good articulation of the English language (Spoken and Written)
• SA Citizen