Officer: Customer Services at Services Seta

Description

Handle all Public Complaints and Queries that come through the Office

• Check queries on the customer care mail box and work email box
• Log queries into CRM system and obtain a reference number
• Acknowledge the receipt of the complaint and provide the reference number
• Respond to queries when sufficient information is available, and confer with the relevant Division or Unit
• Update the status of the complaint on CRM
• Respond to telephone queries
• Investigate and respond to public complaints under the direction of the Senior Officer
• Negotiate suitable resolutions to complaints and issues
• Provide a detailed report of summaries of complaint issues for operational meetings
• Identify complaints and other customer feedback trends which indicate where Services SETA can improve
• Provide ad hoc reports as requested concerning complaints and other public feedback
• Follow up and ensure that appropriate changes were made to resolve public complaints
• Keep records of customer interactions, including recording details of inquiries, complaints, or comments, as well as actions taken
• Refer unresolved public grievances to designated departments for further investigation

Achievement of Work Plans

• Execute work plans and drive the evidence collection in real time
• Produce reports against the implementation of work plans
• Respond to audit findings with complete evidence, on time
• Implement documented data management practices
• Comply to policies and procedures in the unit
• Record, file, and ensure the availability of information

Requirements

• National Senior Certificate or equivalent, at a minimum NQF Level 4
• Relevant NQF Level 6 qualification in Communications, Public Relations or related field is required
• 2-3 years of experience in a customer care environment3