Customer Advisor

Customer Advisor
Location: Cape Town
Position Type: Permanent
Campaign: Collections & Customer Service

About the Role

We are seeking a resilient and customer-focused Customer Advisor to join a dynamic collections and customer service campaign based in Cape Town.

In this role you will handle inbound and outbound customer enquiries delivering exceptional service while maintaining strict adherence to internal processes and regulatory standards. You will engage with customers experiencing financial difficulty using empathy emotional intelligence and negotiation skills to achieve positive and sustainable outcomes.

This opportunity is ideal for someone with call centre and collections experience who thrives in a fast-paced target-driven environment and is passionate about customer care.

Key Responsibilities

• Handle inbound and outbound calls in a professional and compliant manner
• Negotiate payment and repayment plans based on customers financial circumstances
• Address missed payments and arrears with empathy and professionalism
• Provide clear guidance on external debt advice services where appropriate
• Promote digital self-service channels (mobile app and digital messaging platforms)
• Resolve customer complaints efficiently aiming for first-contact resolution
• Escalate complex or high-risk matters to the relevant internal teams
• Conduct basic diagnostics to identify root causes of customer issues
• Accurately capture and maintain detailed records on internal systems
• Identify potential customer risks and escalate where required
• Contribute to continuous improvement by highlighting process and service enhancements

What Were Looking For

• Experience handling outbound calls or supporting UK-based customers
• Strong written and spoken English communication skills
• Excellent active listening skills
• Assertive yet empathetic communication style
• Professional and courteous approach
• Strong problem-solving and analytical ability
• Negotiation and influencing skills
• Ability to prioritise customer needs effectively

Minimum Requirements

• South African Citizen
• Grade 12 (Matric) Mandatory
• Minimum 6 months call centre experience
• Minimum 6 months collections experience
• Computer literacy (MS Office Excel online navigation and digital platforms)
• Clear articulation in spoken and written English

Please note: As part of client-specific requirements mandatory drug testing may be conducted during onboarding or at any stage of employment.

Working Hours

This campaign services UK US and APAC markets.

Operating Hours (South African time):
Monday Saturday: 09:00 23:00 (Rotational shifts)

Shift rosters are subject to operational requirements. You must be flexible and prepared to work unfavourable shift patterns. The call centre operates 365 days per year and you will be required to work during the festive season including Christmas Day.

Transport

Free transport is provided to employees residing within a 35km radius of the site if scheduled to work after 18:00 (SA time) Monday to residing outside the 35km radius are responsible for arranging their own reliable transport.