Join the Team: Call Centre Agent Position at eThekwini Municipality

eThekwini Municipality is seeking a dedicated and skilled Call Centre Agent to join its team in the Customer Services and Sales Department. As part of the Contact Centre within the Trading Services branch, the Call Centre Agent will play a vital role in managing electricity-related faults and customer complaints, ensuring a high level of service and support.

Key Responsibilities:

• Fault Analysis & Prioritization: The role involves analyzing and processing service interruptions, accurately capturing fault-related information, and coordinating with LV Control staff for timely resolution.
• Customer Interaction: The Call Centre Agent will handle customer requests and complaints, ensuring efficient logging of all service-related actions on the computer system.
• Service Delivery: Deliver crucial information to customers regarding electricity regulations, tariffs, energy usage, and policies, ensuring compliance with eThekwini Electricity standards.
• Continuous Improvement: Participate in identifying areas for service improvement by reporting system issues, customer problems, and process exceptions to senior agents or supervisors.
• Professionalism: Represent eThekwini Electricity in a professional manner while ensuring calls are handled in accordance with quality services, Batho Pele principles, and company procedures.

Key Competencies:

• Strong attention to detail and problem-solving skills
• Excellent communication and client orientation
• Ability to use technology effectively in a fast-paced environment
• Commitment to service delivery and resilience in a customer-focused role

Essential Requirements:

• Grade 12 (NQF Level 4) or equivalent qualification
• A minimum of 2 years’ relevant experience in a similar customer service environment
• Computer literacy is essential

Preferred Qualifications:

• Grade 12 (NQF Level 4) along with an Administrative Certificate
• 3 years’ relevant experience in a customer service or call centre role

Job Conditions:

• 40 hours per week, working 5 days on a rotating shift system, including weekends and public holidays. Night shifts will be required.

Compensation and Benefits:

• Remuneration: R218,077.44 – R283,086.84 per annum
• Housing Subsidy, Leave, Medical Aid, Pension Fund, and a 13th Cheque are offered as part of the benefits package.

How to Apply:

Interested candidates are encouraged to apply before the closing date on February 21, 2025. For more details, please contact the HR Counter at 0313113103.

Join eThekwini Municipality’s dynamic team and make a difference in providing essential electricity services to the community!