Utilities Complaints Advisor

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, 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.

🏖   30 days holiday inclusive of bank holidays, with additional days accrued the longer you have been a part of the Sigma Family.

🏆 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.

🤑 R 1600 bonus for each friend that you refer to join the Sigma Family who passes probation.

🌳 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. 

🚍 Complimentary Evening Transport: Employees within a 30km radius enjoy free rides home, ensuring safety and convenience.

👓 On-Site Optometrist Visits: Regular eye health check-ups without the hassle of travelling.

👩‍⚕️ On-Site Nurse Consultations: Immediate access to healthcare support right at the workplace.

💪 Discounted gym memberships.

 Discounted prices on beautician services.

💻 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 the offices in the Southern Suburbs, Cape Town. This campaign is focused on end-to-end complaint resolution for a client in the Utilities sector. Your primary responsibility will be to investigate, manage, and resolve customer complaints in line with regulatory requirements and client expectations. 

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 2-4 years experience working in a Contact Centre where you were involved in complaints handling or have worked in the utilities industry for 24 months 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 creating your profile & submitting 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. 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.