Inbound Customer Service Advisor

We're looking for customer-focused individuals who are passionate about delivering great service and building genuine connections with customers.

As an Inbound Customer Service Advisor, you'll support customers of a leading UK energy supplier, taking ownership of queries from start to finish and providing a seamless experience in every interaction.

No two customer journeys are the same, so we're looking for people who are curious, empathetic, and confident problem-solvers.

If you have at least 12 months' UK utilities experience within a call centre environment and enjoy helping customers while working as part of a supportive team, we'd love to hear from you.

This is an end-to-end customer service role where you'll take ownership of a wide range of customer queries across multiple channels.

From managing accounts and payments to resolving complaints, booking appointments, supporting vulnerable customers, and handling casework through calls and email, you'll play a key role in delivering an exceptional customer experience.

We'll provide comprehensive training to help you build your knowledge of the energy industry, our systems, and our customers.

Your 6–7 week training programme combines interactive classroom learning with live call experience, ensuring you feel confident and fully supported from day one.

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 Gardens, Cape Town.

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

• Brand awareness, unique role of end to end who will be given all tools and resources to support and resolve all customer queries
• 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

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 a range of customer queries.

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!

• Minimum 6 months call centre experience with chat/email experience.
• Strong verbal and written communication skills across voice and digital channels.
• Excellent active listening and questioning capability.
• High emotional intelligence and resilience.
• Sound judgement and decision-making ability.
• Digital confidence across multiple systems and tools, including AI-supported environments.
• Adaptability and learning agility in a changing operational context.
• Experience handling complex, escalated, or complaint-based customer interactions.

We recognise the unique contributions of everyone in #theAteam; 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!

• 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).
• Full training & support.
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• A diverse and inclusive working environment.