HR Services Desk Agent & Call Centre Agent 2 at City of Cape Town

Requirements

• Grade 12
• 1 year (HR Service Desk) and minimum 2 years (Call Centre Agent 2) relevant experience in a Call Centre, Customer Service, or HR-related environment.
• Computer proficiency with good working knowledge of MS Office
• Knowledge of SAP, including SAP CRM (advantageous)
• Fully bilingual / proficient in at least two official languages of the Western Cape (English, Afrikaans and/or Xhosa)
• Willingness to work shifts

Key Performance Areas

• Provide professional, first-contact customer service by attending to customer and employee queries across all communication channels, including telephonic, email, webmail, face-to-face, and other platforms, in line with agreed standards and SLAs.
• Accurately capture and record all customer interactions, outcomes, and transactions on the SAP CRM system.
• Resolve a minimum of 80% of customer complaints and queries at first point of contact, escalating complex or specialised matters to relevant experts when required.
• Ensure a high level of customer care by delivering consistent, accurate, and timely responses, actively listening to clients, and providing reassurance that queries will be addressed.
• Manage and resolve service requests by analysing issues, researching applicable legislation, policies, and procedures, and providing clear written or verbal guidance.
• Ensure all required supporting documentation is received, complete, and accurate, and follow up with customers where information is missing or insufficient.
• Support customers and employees by guiding them on the use of SAP and e HR systems, as well as assisting them in accessing relevant policies, forms, templates, and procedures.
• Contribute to continuous improvement by sharing information, identifying recurring issues, and providing feedback to colleagues and team leaders.