City of Tshwane Call Centre Agents (8 Posts) Apply with Matric

City of Tshwane Call Centre Agents (8 Posts) Apply with Matric

Job Details:

• 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 looking for highly trained and customer-focused individuals to work as Call Centre Agents. This position provides an excellent opportunity for people with expertise in customer service and contact center operations to serve the public while improving service performance.

If you like problem solving, have strong communication skills, and can manage client contacts efficiently, this is the role 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 work include answering questions, settling complaints, and giving information about all City of Tshwane services.

Agents will also be responsible for managing client records, maintaining service standards, and ensuring compliance with the Batho Pele values of customer service excellence.

Key Responsibilities

• Respond to consumer inquiries and concerns quickly and professionally.
• Identify client requirements and give suitable solutions, or escalate concerns as required.
• 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 several regional customer service centers as needed.

Ideal Candidate

The ideal applicant for this position should have previous expertise in customer service and exceptional problem-solving skills. Multilingualism, strong interpersonal skills, and a thorough grasp of municipal services are also desirable.

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 abilities, including fluency in business writing.
• Technical Proficiency: Comprehensive understanding of MS Excel, Word, and Outlook; familiarity of SAP CIC and CRM systems is an asset.
• Problem-Solving Ability: The ability to analyze challenges and create effective solutions.
• Customer Service Orientation: Ability to manage and maintain positive customer relationships
• Organizational abilities: Strong planning and prioritization abilities to manage various projects efficiently.
• Interpersonal Skills: The ability to lead, coach, and mentor team members.
• Emotional Intelligence: The ability to manage client contacts with empathy and professionalism.
• Attention to Detail: Accuracy in data collection and record-keeping

Application Requirements

• Education: Grade 12 (Matric)
• Experience: Minimum of 2 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 undertake a criminal background check and fingerprint verification with TMPD at their own expense.
• Work Location: Candidates must be willing to work at any of the regional customer service centers, including walk-in and phone centers.

Available Call Centre Agent Jobs at City of Tshwane

Primary Functions

• Identify and address customer service needs efficiently
• Process client requests and complaints in accordance with service policies.
• Locate and validate client information 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
• Follow established performance criteria and service quality norms.

Enquiries

For more information regarding this position, please contact:

• J Ramalepe: (012) 358 9006
• B Tau: (012) 358 8857

How to Apply

Interested individuals should submit their applications before the deadline of March 11, 2025. Ensure that all necessary documentation are provided, and that applicants fit the qualifying requirements. This is a great opportunity to be part of a dynamic municipal team dedicated to delivering quality customer service to the residents of Tshwane.

Click Here to Apply

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