City Of Tshwane Is Hiring 3 Youths with Matric to Be Customer Care Agents
Job Purpose
To handle face-to-face, telephonic and email interactions and
correspondence in general with customers regarding all City of
Tshwane services, to meet customers’ needs by analysing,
processing and coordinating information on the service
interruption process through requests or complaints from
customers and to locate customers’ details on the system to
resolve enquiries efficiently in order to provide a consistent
standard of quality service
Requirements
- Grade 12
- At least two years’ relevant experience in customer care and call centre experience with experience in call centre technological systems
- Relevant experience and knowledge of the City of Tshwane, its
- operations, billing processes and Batho Pele principles
- Computer literacy (extensive knowledge of Excel, Word and Outlook)
- Knowledge of SAP CIC and CRM will be an added advantage
- The candidate must be willing to work at any of the regional customer care centres (walk-in centres and call centres), depending on operational requirements
- Must undergo a criminal record check and such a person shall allow their fingerprints to be taken by the Tshwane Metro Police Department at own cost
Personal
- Multilingualism; excellent verbal and written communication
- skills; ability to work under pressure, ability to meet
- Attributes/
Competencies
- deadlines; good organisational skills
- planning skills
- leading and controlling skills
- ability to cope with stress
- team leader attributes
- being a team player
- ability to pay attention to detail
- coaching and mentoring skills
- ability to handle people management issues with tact, diplomacy and maturity
- ability to inspire and influence others positively
- patience and ability to enforce discipline as a corrective measure
- competence in business writing etiquette
- strong personal and customer care skills
- strong supervisory skills
- emotional intelligence
- intellectual and cognitive ability
Primary Fuctions
- Render a customer service to the public and attend to walk-in, telephonic and written complaints and enquiries
- Analyse requests and capture relevant information on the computer system using the appropriate software package
- Liaise with other departments and external role players to resolve complaints
- Participate in and initiate continuous improvement and corrective actions
- Implement and maintain systems
- Keep statistical data of all complaints and enquiries
- Give input to the monthly statistical data report on received and outstanding complaints and enquiries
- Participate in information-sharing, development and implementation
Position ID(s) : S70030531; S70026162; S70021864
Enquiries: M Chikane (012 558 8728), N Ndlovu (012 358 5252) or B Tau (012358 8857)
