Closing Date: 24 April

Requirements

  • Grade 12 or equivalent qualification.
  • An appropriate tertiary career-related qualification (3 year diploma or degree) will be an added advantage.
  • Relevant Customer Care and Call Centre experience
  • Computer literate (extensive knowledge of Excel, Word, Outlook)
  • Knowledge of SAP will be an added advantage
  • Must be willing and able to work shifts

Personal attributes / competencies

Negotiation skills; Leadership skills; Communication skills; Analytical skills; Organizational skills; Advanced Linguistic Proficiency; Ability to do presentations.

Duties

  • Analyses, Processes and Co-ordinates information on the service interruption process by:
  • Receiving request/complaints from customers and locating the customers detail on the computer
  • Analyzing the request and capturing relevant information on the computer system, using appropriate software package.
  • Providing the customer with relevant information and updating the system.
  • Conducting planned outage warning calls and other proactive information to customers.
  • Completing required updating and follow-up procedures with affected customers by updating system information and calling customers to ensure satisfaction.
  • Process and conduct account operations and customer service information and actions by:
  • Advertising pre-paid customers vending and other relevant information such as electricity usage.
  • Allocates electricity basic subsistence tariff telephonically.
  • Processing Tele-transaction and updating customer information on relevant systems.
  • Processing account queries and enquiries
  • Initiating and responding to customer requests.
  • Liaising with other processes and instructing required actions that have been indicated to the customer.
  • Provides related information and processes general customer request by:
  • Receiving the call, analyzing the interaction, capturing relevant information and responding to requests.
  • Participates in and initiate continuous improvement and corrective actions:
  • Identifying system, process and customer problems, exceptions, needs and service improvement opportunities.
  • Reporting problems or opportunities to Supervisor.
  • Participating in information sharing, development and implementation.

 How to Apply

Apply for the City of Tshwane Call Centre Opportunities

Enquiries (Contact Person) V Lekwape (012 358 1192)/ M Hendricks (012 358 4971)

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