Listing Reference: CRMD032-2025 (E)
Listing Status: Open
Position Summary
- Company: City of Tshwane
- Industry: Customer Service & Call Centre
- Job Category: Call Centre Agent
- Location: Tshwane, South Africa
- Contract Type: Permanent
- Remuneration: R335 844,00 – R466 452,00 per annum (Estimated Total Package: R459 401,00 – R625 640,00 per annum)
- EE Position: Open to all categories
- Closing Date: 11 March 2025
Introduction
The City of Tshwane is seeking highly skilled and customer-focused individuals to join its team as Call Centre Agents. This role offers an exciting opportunity for professionals with experience in customer care and call centre operations to serve the public and enhance service delivery. If you have a passion for problem-solving, excellent communication skills, and the ability to manage customer interactions efficiently, this position is for you.
Job Description
The Call Centre Agent will be responsible for handling customer interactions across various channels, including face-to-face, telephonic, and email correspondence. The role involves addressing queries, resolving complaints, and providing information on all City of Tshwane services. Agents will also be required to manage customer records, maintain service standards, and ensure adherence to the Batho Pele principles of customer service excellence.
Key Responsibilities
- Respond to customer queries and complaints promptly and professionally
- Identify customer needs and provide appropriate solutions or escalate issues when necessary
- Maintain and update customer records using SAP CIC and CRM systems
- Capture and record customer interactions accurately
- Adhere to service delivery standards and meet performance targets
- Collaborate with colleagues to ensure seamless customer service
- Assist in continuous improvement initiatives for service excellence
- Work across different regional customer care centres as required
Ideal Candidate
The ideal candidate for this role should be experienced in customer service and possess strong problem-solving abilities. Multilingualism, excellent interpersonal skills, and a deep understanding of municipal services are advantageous.
Role Responsibility
- Provide efficient and courteous customer service
- Analyse, process, and coordinate service requests
- Maintain strong relationships with customers and colleagues
- Handle complaints with professionalism and ensure timely resolution
- Work effectively under pressure and meet deadlines
- Ensure adherence to customer service policies and quality standards
- Participate in training and development programs to enhance skills
Skills & Attributes
- Communication Skills: Strong verbal and written communication skills with proficiency in business writing
- Technical Proficiency: Extensive knowledge of MS Excel, Word, and Outlook; knowledge of SAP CIC and CRM systems is an advantage
- Problem-Solving Ability: Capacity to analyse issues and provide effective solutions
- Customer Service Orientation: Ability to manage and maintain positive customer relationships
- Organisational Skills: Strong planning and prioritisation skills to handle multiple tasks efficiently
- Interpersonal Skills: Ability to lead, coach, and mentor team members
- Emotional Intelligence: Ability to handle customer interactions with empathy and professionalism
- Attention to Detail: Accuracy in data capturing and record-keeping
Application Requirements
- Education: Grade 12 (Matric)
- Experience: Minimum of two years of relevant experience in customer care and call centre operations
- Technical Knowledge: Familiarity with the City of Tshwane’s services, billing processes, and Batho Pele principles
- Background Check: Must undergo a criminal record check and fingerprint verification through TMPD at own cost
- Work Location: Candidates must be willing to work at any of the regional customer care centres, including walk-in and call centres
Available Call Centre Agent Jobs at City of Tshwane
Primary Functions
- Identify and address customer service needs efficiently
- Process customer requests and complaints in line with service policies
- Locate and verify customer details in the system for problem resolution
- Maintain and build strong customer relationships
- Capture and document customer interactions and service requests
- Participate in continuous service improvement initiatives
- Adhere to set performance standards and service quality guidelines
Enquiries
For more information regarding this position, please contact:
- J Ramalepe: (012) 358 9006
- B Tau: (012) 358 8857
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How to Apply
Interested candidates should submit their applications before the closing date on 11 March 2025. Ensure all required documents are included and that applications meet the eligibility criteria. This is a great opportunity to be part of a dynamic municipal team dedicated to delivering quality customer service to the residents of Tshwane.
