Utilities Complaints Advisor at Sigma Connected Group

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

16 May, 26

Salary

0.0

Posted On

15 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Inbound Calls, Outbound Calls, Troubleshooting, Complaint Handling, Fault Logging, Team Goals, Investigating Concerns, Communication Skills, Listening Skills, Empathy Skills, Adaptability, Working Under Pressure, Written Communication, Logical Mindset, Investigative Mindset

Industry

Outsourcing and Offshoring Consulting

Description

What being part of the Sigma Family means for you As our business continues to thrive and expand, we are searching for exceptional individuals to become part of the Sigma Family as Customer Service Advisors. Before delving into the details of this role, let us explain why joining us at Sigma is a fantastic opportunity. Who are the Sigma Family? At Sigma, our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries. What being a part of the Sigma Family means for you! 📈 Career development and opportunities to apply for internal promotions following your probationary period. 🏖 30 days holiday inclusive of bank holidays, with additional days accrued the longer you have been a part of the Sigma Family. 🏆 Monthly, Quarterly and Annual awards with marvelous prizes. 💆‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected. 🤑 R 1600 bonus for each friend that you refer to join the Sigma Family who passes probation. 🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint. 🩺 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all free from the Sigma Family to you. 🚍 Complimentary Evening Transport: Employees within a 30km radius enjoy free rides home, ensuring safety and convenience. 👓 On-Site Optometrist Visits: Regular eye health check-ups without the hassle of travelling. 👩‍⚕️ On-Site Nurse Consultations: Immediate access to healthcare support right at the workplace. 💪 Discounted gym memberships. Discounted prices on beautician services. 💻 Join communities and collaborate with your colleagues on our internal Social Media platform. 💙 The opportunity to be a part of an equal, diverse and inclusive workplace – all amazing people are welcome in the Sigma Family. A bit more about the Opportunity... What Your Day-to-Day will Look Like: You’ll be working from offices based in Southern Suburbs, Cape Town. This campaign deals with inbound & outbound collections as well as various back-office pieces and general enquiries. Your primary responsibility will be to provide excellent customer service via inbound and outbound telephone calls. The role will involve troubleshooting complaints and logging faults when notified by customers to enable tracking of resolutions. With frequent calls, the pace is quick, ensuring a dynamic day assisting numerous people daily. You will work towards team goals, connect with your team during shifts in a vibrant in office work setting. You’ll work across inbound and outbound channels to investigate complex customer concerns and resolve complaints to a high standard. You’ll need to ensure timelines are adhered to and cases are closed with fair, balanced outcomes. Full training and ongoing coaching are provided throughout your career. While prior knowledge is not expected, you will need to have a willingness to learn and a drive to excel. If you possess these qualities, you are going to thrive here! What amazing People will bring to the role What Amazing People Will Bring to the Role: You are someone who is dedicated to providing outstanding customer service. Your commitment to your role shines through as you genuinely enjoy assisting people with their concerns, possessing excellent listening, communication, and empathy skills. Confidently, you engage with individuals to address customer inquiries and conflicts. Adapting to change comes naturally to you, comfortable both in independent work and team settings. Striving towards KPIs, you welcome feedback and maintain a positive outlook. You excel under pressure, diligently tracking your targets in a fast-paced work environment. Role Requirements: We are looking for a candidate with exceptional communication skills (written and verbal), as the role will involve tasks such as letter writing etc. Our ideal candidate has sound judgement and the ability to manage complaints effectively. They are comfortable navigating client-specific systems, policies and procedures while applying a logical, investigative mindset to every case. The ideal individual is adaptable to a dynamic working schedule and environment and will navigate multiple client-specific programs and tools. Having an exceptional command of the English language and Grade 11 is essential to the role. If you have 12 months experience working in a Contact Centre where you were involved in complaints handling or have worked in the utilities industry for 18 months or more, you’re exactly what we’re looking for! Simple and Straight Forward Recruitment. We believe in a straightforward approach and don't believe in unnecessary hurdles for candidates. After creating your profile & submitting your CV, if we find a fitting position we'll reach out for a brief phone chat. If you match what we're looking for in a new Sigma Family member, you'll be invited to a Talent Session. If successful, you'll receive a start date and our fantastic onboarding team will get you ready for your first day. Supporting our future people. If you need any assistance or adjustments at any point during recruitment, feel free to let us know. If you like the sound of being part of the Sigma Family then don’t wait and get applying!

Responsibilities

The primary responsibility involves providing excellent customer service via inbound and outbound telephone calls, troubleshooting complaints, and logging faults reported by customers for tracking resolutions. The role requires investigating complex customer concerns across inbound and outbound channels to resolve complaints to a high standard while adhering to timelines.