Customer Care Consultant at City of Tshwane

Appointment requirements

• Grade 12
• At least two years’ relevant working experience in a customer relations management environment
• Computer literacy in Microsoft (knowledge of SAP CIC and SAP CRM will be an added advantage)
• Must undergo a criminal record check and such a person shall allow their fingerprints to be taken by the Tshwane Metro Police Department at own cost
• 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

• Written communication: Ability to communicate in writing as appropriate to specific audiences
• Attention to detail: Ability to scrutinise own work and that of others to ensure accuracy and compliance with the relevant municipal standards
• Organisational awareness: Ability to understand the City’s objectives and the impact of decisions on the community and the functioning of the department
• Planning and organising: Ability to plan activities within specific time frames and then execute these activities according to plan
• Problem solving: Ability to identify potential problem areas, break the problem into component parts, generate potential solutions, select an option and implement it

Primary functions 

• Handle all complaints and enquiries received at the centre
• Provide detailed feedback to the supervisor on centre activities
• Assist the senior customer care consultant during interactions with external role players and activities
• Implement and maintain systems as and when provided by the senior customer care consultant
• Keep statistical data of all complaints and enquiries