[ref. m39822704] Customer Service Advisor UK-Energy
Salt River, Cape Town, South Africa
TYPE
Office Based
POSITION
Full Time, Permanent
DATE POSTED
22/10/2024
Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.
Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, Selfridges, KFC and Big Bus Tours.
We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.
What We’re Looking For
While no customer journey is the same, the role of Customer Service Advisor, for one of the leading energy suppliers in the UK, will see you providing an excellent customer experience with every interaction.From greeting the customer to resolving their query. Your role will include everything from taking a payment to making an appointment, all whilst getting to know the customer, all in one call.
Sitting idly isn’t our thing, so you will not just be taking inbound calls. In this dynamic and fast-paced environment, you will also make outbound calls for your casework and use email to help customers.
This will typically include; answering queries, resolving issues, booking appointments, and raising and closing complaints. All within an up-to-date, intuitive customer interface that makes it easy to deliver great customer service.
So, if you want to be at the top of your game and join our team of established Energy Specialists, enjoy a host of benefits including a reliable Monday to Friday schedule - and you're ready to give our customers an amazingly memorable experience, we’d love you to join us!
What To Expect
#the Ateam and our client’s brand are both customer-obsessed and we want you to feel the same. You will be equipped with full end-to-end training, including a comprehensive introduction to the brand, the energy industry and the role itself.Experience in the energy industry would be beneficial but not necessary, as we are more interested in you bringing your unique personality to the role!
You’ll receive 6-7 weeks of training, which includes a mixture of classroom-based interactive sessions and live call experience, to ensure you are fully supported and prepared to graduate to the call floor.
Our typical shift pattern involves: 40 hours within the week, between 9am and 10pm, Monday - Friday, on a rotational basis.
Please note. This position is based at our site in Salt River, Cape Town.
Your role can include, but isn’t limited to:
- Taking inbound calls via customer service interface, sometimes making outbound calls as part of casework resolution.
- Using the integrated email client to ensure queries are followed up and completed.
- Raising and closing complaints, understanding our CHP.
- Proactively supporting customers who may be struggling to pay, having affordability conversations.
- Identifying and recording any customers who have a vulnerability.
- Creation of new accounts for customers who have moved into a home that is supplied.
- Credit checking, quoting on tariffs and renewing tariffs.
- Booking appointments for metering issues.
- Smart meter promotion and booking, support and objection handling.
- Taking payments using the automated payment system.
- Setting up direct debits, speaking to customers about payment methods.
- Creating payment plans for customers who may be in debt, offering advice and 3rd party support.
- Resolving in its entirety emergency call outs, meters off supply.
About You
Candidates with a minimum of 12-months call centre experience, across both voice and back-office functions, are preferred. Skills which will help you greatly in understanding the unique differences in our clients’ brand and the role.However, whilst experience is great, personality and passion for the customer is equally important to us.
- Outgoing with a can-do attitude.
- Willingness to learn and to try something new.
- Hands on approach, curious and inquisitive nature.
- Agreeable, inclusive and able to apply attentive listening and ask open questions.
- Can show empathy and take the time to build rapport.
- Speak and write English fluently.
- Competent in using Google Chrome and Windows 10/11 based PC, specifically to write and receive emails.
- An understanding of what Quality Assurance means.
- Adaptability and the ability to embrace change.
Join #the Ateam
We recognise the unique contributions of everyone in #the Ateam; it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering excellent customer service, career development and fun Fridays are the norm.
We’ll tell you all about it during your interview!
Benefits- Full training & support.
- Medical insurance after 6 months.
- Up to R1000 performance bonus.
- Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
- Access to our Learning & Development Talent SPA.
- ‘Employee of the Month’ Awards.
- A diverse and inclusive working environment.