33000698 - Call Centre Agent at eThekwini Municipality

Key Responsibility Areas:

• Analysing, processing and co-ordinating information on the service interruption process.
• Receiving requests or complaints from customers, captures relevant information on the computer system using the appropriate software package to initiate the required action from the LV Control staff.
• Processing and conducting account operations and customer service information and actions.
• Providing the customer with relevant information which could include information/action on eThekwini Electricity regulation, policies and procedures; eThekwini Electricity business; damages and claims; staff location and contact details; energy usage; tariffs; theft; unauthorised access to eThekwini Electricity sites and wrong/prank calls.
• Participating in and initiates continuous improvement opportunities by identifying system,process and customer problems, exceptions, needs and service improvement opportunities and reporting such to the Senior Agent or Superintendent.
• Representing eThekwini Electricity professionally during the interaction with the Call Centre.
• Handling calls according to quality services, Batho Pele principles, fault logging, standard operating procedure and street lighting standard operating procedure.
• Transferring problematic calls from consumers to Supervisors as per consumer request or agent not being able to handle a call.
• Closing the interaction when all necessary actions have been completed

Essential Requirements:

• Grade 12 (NQF Level 4) or equivalent.
• 2 Years relevant experience. Computer literacy.

Preferred Requirements:

• Grade 12 (NQF Level 4) and an Administrative Certificate.
• 3 years relevant experience