Senior Customer Care Consultant at City of Tshwane

Appointment requirements

• Grade 12 
• An appropriate career-related qualification will be an added advantage 
• At least two years’ relevant working experience in a walk-in centre, face-to-face or call centre (virtual contact centre) in a multi-site environment
• Supervisory experience will be an added advantage
• Computer literacy (knowledge of SAP CIC, SAP CRM and Sinch or any telephony system 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

• Multilingualism; excellent verbal and written communication skills; ability to work under pressure; ability to meet deadlines; good organisational skills; planning skills; leading and controlling skills; ability to cope with stress; team leader attributes; being a team player; ability to pay attention to detail; coaching and mentoring skills; ability to handle people management issues with tact, diplomacy and maturity; ability to inspire and influence others positively; having patience; ability to enforce discipline as a corrective measure; competence in business writing etiquette; strong personal and customer care skills; strong supervisory skills; emotional intelligence; intellectual and cognitive ability

Primary functions  

• Supervise call centre agents or walk-in centre consultants and handle complaints and enquiries
• Handle complaints and enquiries received at the centre and those referred to by consultants, agents and management
• Manage overall team performance
• Ensure correctness of information
• Interact with external role players
• Implement and maintain systems
• Keep statistical data
• Ensure adherence to corporate occupational health and safety standards and procedures
• Report to management on team performance based on set targets