Customer Care Supervisor Role at eThekwini Municipality, KwaZulu-Natal

Location: eThekwini, KwaZulu-Natal, South Africa
Closing Date: February 21, 2025
Reference Number: ETH250205-1
Job Number: 53000136

A permanent position for a Supervisor (Customer Care) has opened at the Regional Customer Care Centre, part of the Western Area division within the Customer Services department. This role falls under the Governance and International Relations Cluster and reports directly to the Senior Customer Care Officer.

Job Purpose:

The main purpose of the position is to oversee the effective functioning of the designated customer care center. The Supervisor will ensure that all customers who seek assistance at the walk-in center receive service in alignment with the Batho Pele principles. The role aims to create an environment where customer inquiries, applications, complaints, and requests are handled efficiently and professionally.

Key Responsibilities:

• Supervision: Manage the day-to-day operations of the customer care center, ensuring optimal service delivery.
• Service Provision: Ensure that all customer inquiries, complaints, requests, and submissions are handled with the utmost efficiency. Provide clear feedback and ensure timely resolution.
• Compliance with Batho Pele: Ensure that all services provided are in line with the Batho Pele principles, promoting accessibility and customer satisfaction.
• Staffing: Monitor staffing levels to guarantee that the center is adequately staffed at all times to meet customer needs.
• Asset Management: Ensure that all assets and equipment are secured and properly maintained.
• Supervision of Staff: Lead and supervise subordinate staff, applying approved organizational principles and practices.
• Collaboration: Assist the Senior Customer Care Officer in preparing departmental budgets, attending meetings, and liaising with other departments to resolve customer queries and issues effectively.

Competencies:

The ideal candidate will possess a range of competencies, including:

• Attention to Detail
• Ethics and Professionalism
• Organizational Awareness
• Strong Planning and Organizing Skills
• Understanding of Business Processes
• Proficiency in Technology Use
• Excellent Communication Skills
• Client Orientation and Customer Focus
• Action-Oriented with Resilience
• Change Readiness

Essential Requirements:

• Educational Requirements: A minimum of Grade 12 (NQF Level 4) along with an Administrative Certificate.
• Experience: At least 3 years of relevant experience in a similar customer service or administrative role.
• Technical Skills: Must be computer literate and possess a valid motor vehicle driving license.

Preferred Requirements:

• Qualification: A Diploma (NQF Level 6) in the Administration field.
• Experience: A minimum of 4 years relevant experience would be an advantage.

Additional Benefits:

• Housing Subsidy
• Leave Entitlement
• Medical Aid
• Pension Fund
• 13th Cheque

Remuneration:

The salary for the position ranges from R276,454.32 to R358,839.60 per annum, depending on qualifications and experience.

For further information or inquiries, please contact Lily Tandabantu at 0313227701.

This is an excellent opportunity for individuals with relevant experience in customer service and administration who are looking to make an impact in a dynamic environment. The successful candidate will have the chance to contribute to the improvement of customer service and ensure that the Municipality provides high-quality support to all its residents.

Apply now before the deadline on February 21, 2025.