DEADLINE: 11 March 2025
Job Purpose
To handle face-to-face, telephonic and email interactions and correspondence in general with customers on all City of Tshwane services.
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
- Must undergo criminal record check and such a person shall allow his or her fingerprints to be taken by TMPD at own cost
- Computer literacy (extensive knowledge of Excel, Word and Outlook)
- Knowledge of SAP CIC and CRM will be an added advantage
- Candidates must be willing to work at any of the regional customer care centres (walk-in centres and call centres), depending on operational requirements
Requirements
- Identify and meet customers’ needs by analysing, processing and coordinating information on the service interruption process through requests or complaints from customers
- Locate customers’ details on the system to resolve issues efficiently in order to provide a service of consistent quality standard
- Manage and maintain relationships with customers and colleagues
- Manage and resolve a variety of customer queries and complaints
- (participate in and initiate continuous improvement and corrective actions)
- Capture and record customer requests and information (provide related information and process general customer requests)
- Meet and adhere to performance standards
