Call Centre Agent Vacancies (X8 Posts) at the City of Tshwane

The City of Tshwane invites suitably qualified applicants to apply for their Call Centre Agent Vacancies (X8 Posts). The closing date for all applications is the 11th March 2025

POSTS: CALL CENTRE AGENTS X10

Reference number: CRMD032-2025
Job level: T10
SAP: S70011488; S70011566; S70011539; S70011471; S70011465; S70011374; S70011568; S70011585
Estimated remuneration package: R459 401,00 – R625 640,00 per annum

JOB PURPOSE:

To handle face-to-face, telephonic and email interactions and correspondence in general with customers on all City of Tshwane services

APPOINTMENT 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

PERSONAL ATTRIBUTES AND/OR COMPETENCIES:

Multilingualism; excellent verbal and written communication skills
Ability to work under pressure, ability to meet deadlines
Good organizational 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 FUNCTIONS:

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

APPLICATIONS:

Applicants should note that they will be required to provide proof of their qualifications or any other relevant documents (certified copies or original documents) during the selection process.

Appointments will be subject to the positive verification of qualifications (from Grade 12 upwards). Any misrepresentation of qualifications or information on the application of an applicant, failure to present proof of claimed qualifications or fraudulent qualifications will disqualify a candidate for appointment. If it is an internal candidate, he/she may be disciplined for misconduct.

General enquiries: J Ramalepe (012 358 9006) or B Tau (012 358 8857)

PLEASE APPLY ONLINE BY VISITING THE CITY OF TSHWANE PUBLIC WEBSITE AND CLICKING THE E-RECRUITMENT LINK HERE

DOWNLOAD THE CITY OF TSHWANE VACANCIES ADVERT HERE

CLOSING DATE: 11 MARCH 2025

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