Customer Advisor - Permanent Part Time Position

Deliver a high standard of customer service by effectively resolving billing queries and supporting ethical collections, in full compliance with our client and ellio standards.

Working as part of a highly skilled and performance-driven team, the role requires engaging with customers to understand individual needs and deliver a market-leading customer experience. The Advisor will manage billing-related enquiries, support collections activity, and ensure all interactions meet regulatory and organisational requirements.

The role includes investigating and resolving customer complaints by identifying root causes, determining appropriate solutions, and clearly communicating outcomes. The Advisor will process adjustments and corrections where required and complete follow-ups to ensure queries are fully resolved and customer satisfaction is achieved.

• 12 months plus International Call centre Experience
• Clear Credit and Criminal Record
• Matric Qaulification
• 5 hours per day | 25 hours per week
• Permanant Part Time Position ( Lifestyle Hours )
• Monday to Friday, 09:00 to 20:00 SA time

PRIMARY RESPONSIBILITIES

• Investigate, resolve, and process high-volume customer utility enquiries across billing and collections.
• Deliver accurate account and billing information to ensure consistency and reliability.
• Identify and support vulnerable customers appropriately.
• Resolve and explain billing enquiries and collect cash through one end-to-end process.
• Identify and understand customer needs to provide a consistently high-quality service.
• Escalate complex queries or complaints to the relevant business units for timely resolution.
• Increase customer retention and loyalty by building trust and credibility.
• Adhere to HR policies, ellio standards, and all compliance requirements.

KEY RESULT AREAS / COMPETENCIES

Essential

• Strong communication and active-listening skills.
• Ability to resolve complex issues and manage emotionally charged customer interactions.
• Customer-centric approach and professional conduct.
• Competence in using multiple systems, including SAP CRM, Temetra, and Agent Assist.
• Strong time management and adaptability.

Performance Measures (KPIs)

• Quality and compliance scores.
• First Contact Resolution (FCR).
• Cash collection.
• Customer Satisfaction (CSAT).
• Productivity and schedule adherence.

• 12 months plus International Call centre Experience with Billing and Collections 
• Clear Credit and Criminal Record
• Matric Qaulification

• Competitive Basic Salary
• 5 Hours a day/ 25 Hours a week
• Incentives
• Transport Provided for any shift worked from 7pm