Customer Service Advisor (Technical)

Ten years ago, our client started a customer’s telecom revolution in the UK with the launch of SBroadband and Talk. They are now the #2 telecoms provider in the market and have around 6 million customers!

Within the Customer Service Group, they offer the best service in the country. They do this by bringing better content and innovation to all their customers; by connecting them to what they love.

Our client believes in making things better and simpler for their customers. Therefore, the Customer Service Advisors are the key – they do this by delivering “simpler and better” in every customer’s experience. 

Together, we believe in the power of diversity and individuals working together to deliver outstanding performance, and in doing the right thing for our customers, our people, communities and stakeholders.

Please Note. For this role, we can only accept candidates with a minimum of 12 months of technical customer service experience within a call centre environment.

Be the voice for our customers who can contact us through a variety of ways including voice and digital.

This role is about delivering exceptional service, whether that is by making each customer feel listened to, understood, supported and treated like an individual, or by using our specialist technical skills to deliver the best and most effective outcomes for even the trickiest or most challenging issues across our service channels. 

Flexible, reactive and proactive; the Customer Service Advisor is required to adapt to the changing needs of our customers and tailor the approach and outcomes based on each interaction.  We understand the changing world around us and have a strong ethic of self-development to stay ahead of the game.

Our typical shift pattern involves: 40 hours within the week, shifts covering Monday to Sunday 09:00 AM to 11:00 PM rotational basis (SA time).

Please note. This position is based at our Salt River site, Cape Town.

As part of #theAteam, you’ll receive full campaign training and support to be the voice of our client’s brand. So, there’s no room for average.

Your role can include, but isn’t limited to:

• Providing exceptional customer experiences by fully engaging with each customer you interact with and creating personalised solutions to resolve issues whether that be directly or by educating on our digital service options.
• Establishing meaningful relationships and networks across your teammates and the wider team that support a tailored resolution for the customer and for future customers.
• Creating opportunities to make things better and simpler for our customers, our people and our brand and act on them.
• Taking ownership for resolving customer issues and working collaboratively across the team to get the right resolution for each customer.
• Using your skills and knowledge to deliver great outcomes for customers no matter how complex or sensitive the issue.
• Consistently putting yourself in the customer’s shoes, appreciating each customer’s individual circumstances and use your initiative to deliver exceptional experiences which leave your customers feeling valued.
• Acting consistently in accordance with our regulatory requirements and take responsibility to highlight any risks or inconsistencies in our ways of working.
• Maximising opportunities to promote our products & services and add value for the customer.
• Using straightforward, empathetic and personalised language with each customer to ensure full resolution and prevent avoidable repeat customer contacts.
• Being a brand advocate; exciting, engaging and inspiring your customers to love the brand and our products and services.
• Acting as an example to colleagues by living the brand values and behaviours at all times.
• Delivering a balanced contribution to a minimum expected standard.

We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with our clients' customers.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more, and work smarter. We want to hear from you if you have the following skills!

• Mandatory - Minimum of 12 months technical customer service experience within a call centre environment.
• Passionate about putting the customer at the heart of everything you do, doing the right thing for the customer, taking responsibility for driving first time resolution, taking guidance when needed, and taking pride in delivering a world class customer experience.
• The ability to absorb and interpret a lot of information accurately, using all available tools and accessing the right systems and processes quickly.
• As the voice of Sky to our customers, you will be a brand advocate who can speak enthusiastically, confidently and authentically about all our products and services.
• Experience of delivering excellent service when in a customer facing role and a passion for making things better and simpler for our customers.
• Ability to communicate effectively via all channels to customers and stakeholders

• Full training & Support
• Up to R1000 performance bonus
• Medical Insurance*
• 10 days paid Study Leave*
• Maternity benefit**
• Well-being with Ky (onsite counselling)
• Free transportation home (door-to-door)
• Mid-month Travel Allowance
• Free onsite Flu Vaccine
• Monthly Recognition Awards
• Annual Recognition Awards Party
• Opportunities to progress your career with us (more than 90% of advancement & promotions comes from our internally developed talent pool)
• Access to our Learning & Development Talent SPA
• Offering 15 days paid Annual Leave
• Funeral benefit after 3 months
• A diverse & inclusive working environment

*Available post-6-month probationary period.
**Available after 1 year of service.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives.