Capita Customer Service Jobs in Cape Town
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Primary Responsibilities:
- Follow clear instructions and guidelines to investigate, resolve and process high volume customer utilities enquiries whilst delivering customer service excellence?
- Contribute to the workstream to deliver objectives to agreed business targets (including quality and compliance)?
- Deliver accurate information on accounts and billing to ensure consistency across the organisation and provide a reliable and trustworthy customer service?
- Identify and understand customer needs in order to provide a consistently high-quality service???
- Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely manner?
- Increase customer retention, loyalty and build a credible reputation?
- Comprehend and adhere to the company and department standards, policies and procedures?
- Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards?
- Deliver a quality service to all customers and 3rd parties to ensure customer and client satisfaction?
- Achieve and deliver effective level of personal work, activities and high level of performance to meet individually set objectives?
- Identify and contribute to self-development to enhance individual and departmental performances within client/company procedures and policies?
- Process and resolve customer requirements and queries within predetermined client/company procedures and policies?
- Participate and support as an individual and team member to achieve overall team and business objectives, this may be in a, administration, customer service or early collections environment.??
- To actively support through own knowledge or by recognising the need for specialist support in the areas of legal and regulatory compliance to meet best practise and company policy?
- Adhere to HR policies and procedures as set out in individual contract and staff handbook?
- Drive revenue generation capability to increase revenue for Capita SA and Clients?
- Being the ‘Customer Champion’ you will challenge existing process/systems that stand in the way of driving customer delight, by placing our customers at the heart of everything that we do?
- Using call centre systems competently to keep both customers’ accounts and own records accurately updated?
- Focus on Process adherence in relations to Client needs and expectations.??
- Identifying vulnerable customers and adapting approach, providing additional support when required.
- Any other duties as deemed necessary and in line with the scope and level of this role.
- Working to tight deadlines to ensure all queries are responded to in good time and meet day-to-day service delivery targets.?
- Adhering to data protection and confidentiality laws?
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Essential:?
- High proficiency in written and verbal English communication,
- Time Management: Balancing multiple tasks efficiently is essential.
- Active Listening: Understanding customer queries and questions.
- Handle complex issues.
- Problem Solving: Quick thinking and resourcefulness are vital.
- Communication Skills: Clear and concise communication
- Adaptability: The ability to adjust to different customer personalities and situations is valuable.
- Customer-Centric Approach: Putting the customer first is a core competency.
- Moderate to Advanced computer skills and system navigation
- Acts as a mentor to support and develop less experienced colleagues.?
Minimum Requirements:
- Grade 12 (Matric)
- Customer Service Experience
- 6months+ International Call Centre Experience
- Must Reside in Cape Town
- Clear Credit and Criminal Record
What’s in it for you?
- Competitive remuneration package + Incentives
- Shift Allowance
- Rotational Shifts
- Medical Insurance
- Free transport for evening shifts ending at 6:30pm and after
- A progressive career path to help you develop in your Call centre career.
- Comprehensive product training in a fun collaborative environment
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