Utilities Technical Support - Back Office Advisor, Cape Town

What being part of the Sigma Family means for you As our business continues to thrive and expand, we are searching for exceptional individuals to become part of the Sigma Family as Customer Service Advisors. Before delving into the details of this role, let us explain why joining us at Sigma is a fantastic opportunity.

Who are the Sigma Family?

At Sigma, we stand out and were acknowledged in May 2023 by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

What being a part of the Sigma Family means for you!

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly and Annual awards with marvelous prizes.

Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance– Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

Transportation Benefits– Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace– all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity... What Your Day-to-Day will Look Like:

You’ll be working from offices based in Southern Suburbs, Cape Town. This role is primarily back-office focused and involves working within complex back-end systems to correct account data, support gains/losses processes, and enable accurate customer servicing. Successful candidates will be trusted with elevated system access to make critical updates and resolve technical account issues. Full training will be provided, but a strong willingness to learn and understand back-end systems and processes is essential.

Responsibilities:

Process and manage

Proformas received from the Front Office (FO) and Middle Office (MO), ensuring accuracy and timely completion.

Update and correct

customer account information to maintain billing accuracy and prevent debt discrepancies.

Proactively contact

customers to obtain missing or incomplete information required to progress Proformas or resolve account issues.

Ensure full compliance

with internal policies and all relevant UK Regulatory Standards at every stage of the process.

Provide empathetic, professional support

to customers, with particular care for those identified as vulnerable.

Investigate and resolve

data inconsistencies across metering, billing, and gains/losses workflows to support accurate service delivery.

Operate efficiently

within SAP IS-U and other industry systems to manage workflows, update data, and maintain accurate customer records.

Follow structured procedures

and step-by-step guides to ensure system updates and data corrections are performed consistently and accurately.

Communicate clearly and compliantly , both verbally and in writing, in line with the campaign's communication standards and regulatory requirements.

Minimise repeat contacts and complaints

by ensuring thorough backend resolution and comprehensive documentation of actions taken.

Collaborate effectively

with internal teams to escape and resolve complex account, data, or system issues promptly.

Minimize repeat contacts and complaints through clear communication and issue resolution. The pace is quick, ensuring a dynamic day assisting numerous people daily. You will work towards team goals and have a comfortable office setup at home, virtually connected with your team during shifts.

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!

What amazing People will bring to the role What Amazing People Will Bring to the Role:

You are someone who is dedicated to providing outstanding customer service. Your commitment to your role shines through as you genuinely enjoy assisting people with their concerns, possessing excellent listening, communication, and empathy skills. Confidently, you engage with individuals to address customer inquiries and conflicts. Adapting to change comes naturally to you, comfortable both in independent work and team settings. Striving towards KPIs, your welcome feedback and maintain a positive outlook. You excel under pressure, diligently tracking your targets in a fast-paced work environment.

Requirements:

Minimum of 12 months in a technical, data-focused, or process-driven environment / 6-12 months Utilities BPO experience where you worked in a back-office environment with experience processing proformas would be advantageous

SAP system experience will be highly advantageous

You must have passed grade 11 or Matric, proof if required.

You must have a clear criminal and credit record.

As a business requirement you must reside within 30km from our main Diepriver site.

Have a proven ability to communicate clearly and professionally with a diverse customer base.

Strong accuracy in data entry and account management.

Ability to identify gaps in information and take initiative to resolve issues.

Strong listening skills and the ability to tailor communication to individual customer needs.

Ability to identify and implement positive outcomes for customers, including appropriate referrals to support services.

Essential Skills:

Technical Curiosity:

Interest in understanding how backend systems and processes work.

Attention to Detail:

Strong accuracy in data entry and system updates.

Problem-Solving Abilities:

Ability to identify root causes and resolve data issues methodically.

Process Adherence:

Comfortable following structured workflows and guides.

Trust&Responsibility:

Able to handle elevated system access with care and diligence.

Communication:

Proven ability to communicate clearly and professionally with customers and colleagues, in line with ScottishPower policies.

Learning Agility:

Quick learner with a proactive approach to training and development.

Desirable system skills:

Good working knowledge in SAP CRM and UI5

Understanding in UK Industry systems, ECOES, Xoserve, Siemens, Itron and DCC

Understanding of DTS and Meterflow

Microsoft Office suite

Desirable technical skills:

SQL and Synapse understanding to allow for data analysis

Understanding of the SAP Data Model

API Execution

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