Customer Service (Utilities)

We’re looking for friendly, customer-focused individuals who are passionate about making a difference with every interaction. If you're confident on the phone, skilled at solving problems, and always put the customer first, we want to hear from you.

In this role, you’ll handle inbound calls from existing energy customers who’ve recently received information about the benefits of switching to a fixed energy tariff.

You’ll guide them through their options, support them in completing their fixed tariff applications, and, where appropriate, introduce additional products and services.

Throughout every call, your goal will be to deliver an outstanding experience and help build long-term customer relationships.

We’re proud to be customer-obsessed and we want you to feel the same. That’s why you’ll receive comprehensive, end-to-end training covering everything from our brand and the energy industry to the tools and skills needed for your role.

You’ll take part in a 3-week training programme combining interactive, classroom-based learning with ongoing support to ensure you’re fully prepared and confident before going live.

Our typical shift pattern involves: 40 hours within the week, 10 AM and 8 PM (SA hours) Monday-Friday, on a rotational basis.

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

As a valued member of our customer service retention team, you'll be the friendly voice on the other end of the phone, helping customers feel heard, supported, and confident in their energy choices. 

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

• Retaining customers who may be facing financial challenges by having compassionate, solution-focused conversations around their needs.
• Becoming a brand ambassador, managing customer queries from start to finish with all the tools and support you need.
• Handling inbound calls.
• Using our email platform to follow up on customer queries and keep everyone in the loop.
• Raising and resolving complaints with care and professionalism, following our Customer Handling Process (CHP).
• Identifying and recording vulnerable customer circumstances, ensuring they receive the right support.
• Creating new accounts for customers moving into homes we supply.
• Providing tariff quotes, credit checks, and assisting with tariff renewals that suit the customer's needs.
• Booking appointments for metering issues and helping customers stay connected.
• Promoting the benefits of smart meters, handling objections, and arranging installations.
• Taking secure payments through our automated payment system.
• Setting up direct debits and talking customers through their payment options.
• Helping customers who are in debt by creating manageable payment plans, offering guidance, and pointing them to trusted third-party support services.
• Responding quickly to emergency callouts or cases where a customer’s meter is off supply – resolving issues fully and empathetically.

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. Full training will be provided, but we want to hear from you if you have the following skills!

• 12 months' experience in a retention, collections, or customer sales-through-service role in a call centre environment.
• Proven experience in customer retention and handling objections confidently.
• A strong track record of achieving KPIs and performance targets.
• A self-starter who’s also a great team player.
• Knowledge of call compliance and a commitment to doing things right.
• Able to build rapport, show empathy, and adapt communication style to suit the customer.
• Excellent communication and interpersonal skills.
• Great at problem-solving and using analytical thinking to find the best solutions.
• A customer-first mindset and genuine desire to create positive experiences.

• 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.