Senior Officer: Customer Care at Services Seta

Description

Case Management

• Administer cases on MS D365 applications platform
• Respond to or assign cases within SLA timeframes
• Investigate and respond to public complaints
• Negotiate suitable resolutions to complaints and issues
• Extract and prepare detailed report of summaries of complaint issues for operational meetings
• Follow up and ensure that appropriate changes were made to resolve public complaints
• Maintain records of customer interactions including recording details of inquiries, complaints, or comments, as well as actions taken

Business Process Development and Systems

• Microsoft Dynamics 365 Customer Engagement application optimised
• Business process maps documented and Standard Operating Procedures (SOPs) are reviewed and quality assured for Customer Engagement responses where applicable
• Stakeholder capacitation to support the introduction of new or improved processes and innovative technologies
• Customer Engagement performance metrics monitored and analysed

Data Analytics and Information

• Use Customer Engagement data dashboards for monthly and ad hoc reporting
• Analyse trends from visualisation dashboards to inform and improve Customer Engagement business processes

Achievement of Work Plans

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

Requirements

• National Senior Certificate or equivalent certificate, at a minimum NQF 4
• National Diploma or equivalent qualification (NQF 6) in Public Relations or Public Adminstration or Human Resource Management or related field is required
• Minimum of 3 years’ relevant experience in customer care and/or services environment, of which 1 year must be supervisory experience