Customer Advisor

We are proud to partner with a leading digital services platform to build a new team of Customer Engagement Specialists.

As a Customer Engagement Specialist, you will proactively engage with prospective and active customers to support their journey with the platform. Through outbound conversations, you will help applicants complete their onboarding, encourage newly onboarded customers to become active, support customers at risk of disengagement, and help existing customers navigate compliance and behavioural requirements.

This is a relationship-led role where the quality of the conversation matters. You will build rapport quickly, understand individual circumstances, identify barriers and use effective communication, education and influencing skills to encourage positive outcomes.

As this is a brand-new line of business, successful candidates will have the opportunity to help shape and develop the operation as it evolves.
 

• Min 12 Months International Call Centre Experience
• Matric Qaulification
• Clear Credit and Criminal Record
• Available to Work Shifts

Customer Onboarding & Activation

You will proactively contact applicants and newly onboarded customers to help them progress through the early stages of their journey.

This will include:

• Contacting applicants who have become inactive during the onboarding process and helping them complete the required documentation and checks.
• Understanding the reasons why applicants have not progressed and providing appropriate guidance to overcome barriers.
• Supporting newly onboarded customers who have not yet logged into the platform or completed their first order.
• Educating customers on the relevant processes and encouraging them to take the next steps towards becoming active.

Customer Retentions & Engagement

A key part of the role will be engaging customers who may be at risk of disengagement or leaving the platform.

You will:

• Proactively contact customers identified as being at risk of churn or reduced engagement.
• Build rapport and understand the reasons behind their concerns or reduced participation.
• Use effective questioning, listening and influencing skills to identify appropriate ways to support and retain customers.
• Clearly communicate relevant information, benefits and opportunities to encourage continued engagement with the platform.
• Adapt your approach to different customer needs, circumstances and levels of engagement.

Compliance & Recertification

You will also support active customers who need to complete documentation or recertification requirements.

This will include:

• Contacting customers who are at risk of deactivation due to outstanding document recertification requirements.
• Understanding any issues preventing customers from completing the process.
• Providing clear guidance and troubleshooting support to help customers complete the required steps.
• Educating customers on relevant requirements and the potential impact of non-compliance.
• Helping minimise avoidable disruption to customers' ability to remain active on the platform.

Behavioural Policy Support

You will engage with customers who have received notifications relating to behavioural policies or platform expectations.

You will:

• Contact customers to understand the circumstances behind the notification.
• Use effective questioning and listening to establish whether there are underlying issues requiring support.
• Provide clear information and education around relevant policies and expectations.
• Identify and escalate issues where appropriate.

Customer Experience & Administration

Across all interactions, you will:

• Deliver professional, engaging and solution-focused conversations.
• Build positive relationships with customers and create a strong experience throughout each interaction.
• Communicate clearly and confidently, adapting your approach to the individual.
• Maintain accurate records of conversations, actions and outcomes in the relevant systems.
• Follow established processes, quality standards and compliance requirements.
• Take ownership of interactions and ensure appropriate follow-up or escalation where required.

• 12 to 24 Months International Call Centre Experience
• Clear Credit and Criminal Record
• Matric Qaulification
• Good Command of English
• Available to work Rotational Shifts- UK Hours

• Competitive Basic Salary
• Weekend Hero Bonus
• Shift Alowance
• Incentives
• Medical Insurance
• Provident Fund
• Free Transport for every shift ending from 7pm