Customer Advisor

Job title:

Job Description:

Role: 

Customer Service Advisor Smart Meter Service 

Role Objective 

The SMART Meter Service team handles customers with newly installed SMART meters and addresses initial queries related to the new technology. 

These queries include reading the In-Home Display Unit, app assistance, consumption queries, billing, and SMART meter-specific enquiries. Additionally, the team manages general customer enquiries such as billing and refunds, product changes, account updates, payment plan adjustments, metering appointments, online account help, product options at package end, support for vulnerable customers, direct debit reassessments, cash collection advice, digital education for self-service, and upselling additional products and services. 

 Professional Know-how 

• Academic: 

• Grade 12 (Matric) 

• Experience: 

• 12 Months International Call Centre experience with the below: -  

• Utilities are Advantageous 

• Sales through Service 

• Collections 

Working Relationships 

Internal: 

• Operations/functional line  

External: 

• Scottish Power Customer   

Primary Responsibilities 

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

• Using your product knowledge to proactively find answers and solve problems.  

• 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  

• Should have technical proficiency to understand SMART meter technology and troubleshooting issues. 

• They need strong customer service, problem-solving, and communication skills to handle queries and billing. 

• Sales skills for upselling products and empathy for supporting vulnerable customers are also crucial. 

 Key Result Areas/Competencies  

Essential:  

• Strong proficiency in both written and spoken English communication, 

• Time Management: balancing various tasks is crucial. 

• Active Listening: Comprehending customer inquiries and concerns 

• Ability to manage complex situations. 

• Problem Solving: Being resourceful and quick-thinking is essential. 

• Communication Skills: Ensuring communication is clear and to the point. 

• Adaptability: Being able to adjust to various customer personalities and scenarios is important. 

• Customer-Centric Approach: Prioritizing the customer is a key skill. 

• Moderate to advanced computer skills and proficiency in system navigation. 

• Sales through service  

• Collections 

About Us  

ScottishPower: Better Future, Quicker  

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. 

ScottishPower is the first integrated energy company in the UK to generate 100% green electricity (opens in a new window). Our focus is on wind energy, smart grids and driving the change to a cleaner, electric future and we're investing over £18m every working day to make this happen. 

We're committed to speeding up the transition to cleaner electric transport, improving air quality and over time, driving down bills - to deliver a better future, quicker for everyone. 

The campaign operates in UK time. You will be required to work the following shifts in South African times:  

Operating Hours:  

• Monday–Friday (10am-6PM) – closed Saturday on Sunday 

• 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 

• 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 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.  

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