This is a remote position.
Customer Care Adviser
Location: Remote From South Africa
Sector: Energy & Utilities
The Opportunity
We are recruiting on behalf of an established organisation operating within the energy and
utilities sector, which is looking to appoint a Customer Care Adviser to join its growing
customer service team.
This is an excellent opportunity for a customer-focused professional who enjoys problem-
solving, managing customer relationships and delivering a high standard of service.
The successful candidate will be responsible for handling customer enquiries, managing
accounts and resolving billing and metering queries. Working closely with internal
departments, you will play an important role in ensuring customers receive accurate, timely
and professional support.
The position offers the opportunity to develop specialist industry knowledge, with potential
progression into senior customer service, training and management positions.
Key Responsibilities
Customer Service & Query Resolution
● Respond to customer enquiries via telephone and email in a professional, efficient
and helpful manner.
● Take ownership of customer queries, ensuring issues are resolved within agreed
timescales.
● Provide clear and accurate information relating to billing, metering, charges and
account balances.
● Handle customer concerns and complaints professionally, ensuring a positive
customer experience.
● Work towards agreed service levels, quality standards and performance targets.
Billing & Account Management
● Maintain accurate customer account information, billing details and records.
● Provide invoices, statements, transaction reports and billing breakdowns when
requested.
● Process customer payments and respond to payment-related enquiries.
● Investigate billing discrepancies, liaising with relevant departments to resolve issues.
● Manage customer move-in and move-out requests, ensuring account information is
updated accurately.
Metering & Billing Support
● Develop an understanding of utility billing processes, metering data and tariff
calculations.
● Interpret consumption information and explain associated charges to customers.
● Assist with investigating and resolving metering or billing discrepancies.
● Ensure all enquiries are handled in accordance with relevant procedures and
compliance requirements.
Administration & Team Collaboration
● Support the administration of new customer accounts and site set-ups.
● Maintain accurate residency and customer information.
● Work collaboratively with colleagues across customer service, billing, finance and
operational teams.
● Identify recurring customer issues and suggest improvements to processes and
service delivery.
● Contribute towards customer satisfaction, team performance and operational
efficiency.
About You
We are looking for an organised, proactive and customer-focused individual who can
demonstrate excellent communication skills, strong attention to detail and a professional
approach.
Essential Requirements
● Previous experience in an office-based administrative, operational or customer
service role.
● Experience working in a customer-facing position within a service-led environment.
● Strong written and verbal communication skills.
● Excellent organisational and time management abilities.
● High attention to detail and accuracy.
● Confident problem-solving and decision-making skills.
● Good general IT skills, including Microsoft Excel, Word and Outlook.
● Experience working with structured processes, deadlines and performance targets.
● GCSE qualifications in Maths and English, or equivalent.
Desirable Experience
● Previous experience within the energy, utilities or related service sectors.
● Knowledge of utility billing, metering or account management.
● Experience using CRM or specialist customer management systems.
● Previous experience within finance, billing or commercial administration.
● An understanding of energy and utility markets.
● Experience managing competing priorities in a busy customer service environment.
Personal Attributes
The successful candidate will be:
● Friendly, approachable and passionate about delivering excellent customer service.
● Proactive, self-motivated and willing to take ownership of their work.
● Highly organised, dependable and conscientious.
● A confident communicator who can explain complex information clearly.
● Logical, methodical and solutions-focused.
● Comfortable working both independently and as part of a wider team.
● Adaptable and committed to continuous learning and professional development.
Additional Information
The role is primarily focused on delivering high-quality customer support within an office-
based environment.
Some flexibility in working hours may be required in the future, potentially including shift
patterns or occasional weekend working, depending on operational requirements. Any
proposed changes would be communicated in advance.
