27/08/2025
Utilities Complaints Advisor at Sigma Connected
About the role:
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 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!
Role Requirements:
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 where you were involved in complaints handling or have worked in the utilities industry for 18 months or more, you’re exactly what we’re looking for!
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