Client Services Agent WCLA 11/2026 at Western Cape Liquor Authority

Job description

Client Services Standard 

• Act as first-line support for stakeholders via all WCLA communication platforms.
• Acknowledge and respond to all client queries within service timeframes.
• Provide accurate and clear information to clients on processes and requirements.
• Assist with client education and awareness initiatives.

Application Lodgment and Data Accuracy

• Assist clients with lodgment of applications and verification of documents.
• Capture applications and client information accurately on WCLA systems.
• Update records and track progress of lodged applications.

 eLicence System Support

• Provide first-line support to clients on the use of the eLicence system (registrations, logins, submissions, payments, status tracking).
• Log and escalate system-related issues (technical errors, downtime, user access problems) to the ICT/technical support team.
• Guide clients step-by-step in navigating the eLicence portal and submitting applications or renewals.
• Monitor and track queries specific to the eLicence system to ensure timely resolution.
• Assist in testing new functionalities, updates, or enhancements on the eLicence platform.
• Provide feedback on recurring client challenges to improve the system and client user experience.

Query and Complaint Management

• Provide first-line support via telephone, email, online, and walk-in channels.
• Log, prioritise, and resolve client queries in line with service standards.
• Direct complaints to relevant components and follow up until closure.
• Maintain accurate records of all queries and complaints. 

Administration, Process Improvement and Reporting

• Conduct administrative duties related to client services activities and application processes.
• Provide timeous information to supervisor for reporting purposes.
• Support the development and refinement of client services processes and SOPs.
• Identify and recommend improvements to workflows.
• Assist with training as and when required.
• Share knowledge and best practices within the unit.

Knowledge:

• Working knowledge of relevant Public Sector legislation, e.g. PFMA, National and Provincial Treasury Regulations, Administrative Law.
• Working knowledge of relevant industry legislation and regulations, e.g. National Liquor Act, Provincial Liquor Act, POPI, PAJA, PAIA.
• Working knowledge and understanding of data analysis and presentation
• Working knowledge of end-to-end system processes
• Computer literate

 Skills:

• Strong analytical and systematic problem-solving skills.
• Exceptional interpersonal, communication, writing, reporting and presentation skills.
• Ability to function independently and within a team.
• Ability to prioritize and adapt, managing multiple tasks and tight deadlines.
• Computer literacy plus advanced proficiency in MS Office (Word, Excel, Powerpoint)

Requirements:

• Relevant NQF 6 qualification – Administration or related
• Minimum 2 years’ experience within client services, support, front-office or data processing
• Working knowledge and experience with a Document Management System
• Computer literate with touch-typing skills

Experience and competencies which will be advantageous:

• Relevant NQF 7 qualification in Administration or related
• Working knowledge and experience in a regulatory or public sector environment
• Working knowledge and experience data analysis and presentation
• Understanding of working knowledge of relevant industry legislation and regulations
• Computer literacy plus advanced proficiency in MS Office