Prepayment Meters - Utilities Specialist

As our business continues to thrive and expand, we are searching for exceptional individuals to become part of the Sigma Family as Customer Service Advisors. Before delving into the details of this role, let us explain why joining us at Sigma is a fantastic opportunity.

At Sigma, we stand out and were acknowledged in May 2023 by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

📉 Career development and opportunities to apply for internal promotions following your probationary period.  

🏆 Monthly, Quarterly and Annual awards with marvelous prizes.

🫶 Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected. 

🌲 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint. 

🩺 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance which are available at a minimal monthly contribution. Our funeral cover, group life cover is free from the Sigma Family to you. 

🚗 Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees. 

👥 Join communities and collaborate with your colleagues on our internal Social Media platform.

💚 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

You’ll be working from offices based in Southern Suburbs, Cape Town. This campaign deals with inbound & outbound collections as well as various back-office pieces and general enquiries. Your primary responsibility will be to provide excellent customer service via inbound and outbound telephone calls.  The role will involve troubleshooting complaints and logging faults on prepayment meters when notified by customers to enable tracking of resolutions. 

With frequent calls, the pace is quick, ensuring a dynamic day assisting numerous people daily. You will work towards team goals, connect with your team during shifts in a vibrant in office work setting.

You’ll work across inbound and outbound channels to investigate complex customer concerns and resolve complaints to a high standard. You’ll need to ensure timelines are adhered to and cases are closed with fair, balanced outcomes.

Full training and ongoing coaching are provided throughout your career. While prior knowledge is not expected, you will need to have a willingness to learn and a drive to excel. If you possess these qualities, you are going to thrive here!

You are someone who is dedicated to providing outstanding customer service. Your commitment to your role shines through as you genuinely enjoy assisting people with their concerns, possessing excellent listening, communication, and empathy skills. Confidently, you engage with individuals to address customer inquiries and conflicts. Adapting to change comes naturally to you, comfortable both in independent work and team settings. Striving towards KPIs, you welcome feedback and maintain a positive outlook. You excel under pressure, diligently tracking your targets in a fast-paced work environment.

We are looking for a candidate with exceptional communication skills (written and verbal), as the role will involve tasks such as letter writing etc.

Our ideal candidate has sound judgement and the ability to manage complaints effectively. They are comfortable navigating client-specific systems, policies and procedures while applying a logical, investigative mindset to every case.

The ideal individual is adaptable to a dynamic working schedule and environment and will navigate multiple client-specific programs and tools.

Having an exceptional command of the English language and Grade 11 is essential to the role.

If you have 12 months experience working in a Contact Centre on a Utilities Campaign where you were involved in complaints handling on prepayment meters or more, you’re exactly what we’re looking for!

We believe in a straightforward approach and don't believe in unnecessary hurdles for candidates. After sending us your CV, if we find a fitting position, we'll reach out for a brief phone chat. If you match what we're looking for in a new Sigma Family member, you'll be invited to a Talent Session or a one-on-one interview. If successful, you'll receive a start date and our fantastic onboarding team will get you ready for your first day.

If you need any assistance or adjustments at any point during recruitment, feel free to let us know.