Customer Service Advisor

Our client is a UK based waste management company, they are an intermediary and have customers that are contracted to them, while another company physically provides the bins and empties them. As a Customer Service Advisor, your primary responsibility is to deliver exceptional service to customers via phone and email. You will address a wide variety of queries related to waste collection services, such as missed collections, invoice concerns, cancellation requests, and general account issues. You will also liaise with suppliers to resolve customer concerns and ensure seamless service delivery. The role requires managing your workload effectively, working on multiple cases simultaneously, and upholding our commitment to a 5-star service standard. This role needs someone who is confident on the phone but can also display empathy and understanding. Being able to stay calm and problem solve is a key skill in a person suited to this role. The ideal member of the team would also be quick using a computer as you would need to look at a customer’s account and gather information whilst they are on the phone. This is a remote position open to those living anywhere in South Africa. Duties & Responsibilities

• Respond to customer queries via inbound phone calls and emails with empathy, professionalism, and clarity
• Handle a variety of issues, including missed collections, additional service requests, and account-related concerns
• Communicate effectively with customers, even when delivering challenging or unfavorable updates
• Manage your caseload from initiation to resolution, ensuring timely updates and resolutions for all open cases
• Accurately document customer interactions and actions in the CRM system
• Ensure any additional charges or credits are marked on the customer’s account, as appropriate
• Act as the intermediary between customers and suppliers, ensuring customer issues are resolved efficiently
• Coordinate with suppliers to schedule collections, resolve missed pick-ups, and address service discrepancies
• Upsell additional waste management services to customers
• Retain customers who wish to cancel their services by offering tailored solutions and alternatives
• Participate in team calls, feedback sessions, and company-wide meetings to share insights and learn from colleagues
• Contribute to a positive team environment by supporting peers and collaborating to achieve common goals
• Process new sales referred by the sales team, ensuring accurate input into the CRM
• Use Office365 applications and other software tools to manage workload efficiently
• Handle multiple enquiries simultaneously, demonstrating excellent multitasking and prioritisation skills

• At least 1 year of phone-based customer service experience
• Strong communication skills, with the ability to write clear, professional emails and speak confidently over the phone
• Proficiency in computer skills, including Office365 applications, CRM systems, and multitasking across platforms
• Exceptional numeracy and literacy skills for accurate account management and communication
• Ability to empathise with customers, display patience, and provide satisfactory resolutions
• Self-motivated, detail-oriented, and capable of managing a dynamic workload effectively
• Confidence in handling frustrated or demanding customers while remaining calm and solution-focused
• Quick learner with the ability to navigate systems and gather account information in real time
• Commitment to delivering a 5-star customer service experience, in line with company values

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