Customer Care Officer: Cape Winelands/Overberg (Worcester), Ref No. DSD 106/2023 at Western Cape Government

Job Purpose    

• The Department of Social Development, Western Cape Government has an opportunity for a suitably qualified and competent individual to manage the customer care function within the regional office. This post is based in Worcester. 

Minimum Requirements    

• An appropriate 3-year National Diploma/B-Degree (equivalent or higher qualification); A minimum of 2 years relevant experience. 

Recommendation    

• Helpdesk / Call / On-line Certificate; Certificate in Basic Counselling or Debriefing; Experience in HR, Financial administration or Social Welfare.

Key Performance Areas    

Provide mechanisms and procedures for dealing with customer complaints:

• Develop a customer care implementation plan for the region in line with the Department implementation framework;
• Ensuring information is relevant and up to date with the current changes /affairs and issues within the department;
• Provide guidance and support to all regional personnel regarding customer care;
• Ensure that customer care policy and procedures are implemented within the region;
• Ensure optimal customer relations management;
• Customer Care reporting; Support client liaison personnel in service delivery team.

Competencies    
Knowledge of the following:

• Client care and information management;
• Social welfare services;
• Internal and external marketing and communication processes;
• Functions, programs and projects of the Department of Social Development; Information in the Department of Social Development domain;
• Electronic information content;
• Relevant policies and acts;
• Management;
• Human Resources and Financial and Administration;
• Sound organising and planning skills;
• Coordination skills;
• Research skills;
• Proven computer literacy;
• Communication (verbal and written) skills.