eThekwini Municipality Call Centre Jobs in Durban
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Full Job Description - Read Carefully
Job Purpose:
To attend all electricity-related faults and complaints reported by consumer through the acknowledgement, analysis and prioritisation of faults.
Key Responsibility Areas:
- Analysing, processing and co-ordinating information on the service interruption process.
- Receiving requests or complaints from customers, captures relevant information on the computer system using the appropriate software package to initiate the required action from the LV Control staff.
- Processing and conducting account operations and customer service information and actions.
- Providing the customer with relevant information which could include information/action on eThekwini Electricity regulation, policies and procedures; eThekwini Electricity business; damages and claims; staff location and contact details; energy usage; tariffs; theft; unauthorised access to eThekwini Electricity sites and wrong/prank calls.
- Participating in and initiates continuous improvement opportunities by identifying system,process and customer problems, exceptions, needs and service improvement opportunities and reporting such to the Senior Agent or Superintendent.
- Representing eThekwini Electricity professionally during the interaction with the Call Centre.
- Handling calls according to quality services, Batho Pele principles, fault logging, standard operating procedure and street lighting standard operating procedure.
- Transferring problematic calls from consumers to Supervisors as per consumer request or agent not being able to handle a call.
- Closing the interaction when all necessary actions have been completed
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Job Requirements
Essential Requirements:
- Grade 12 (NQF Level 4) or equivalent.
- 2 Years relevant experience. Computer literacy.
Preferred Requirements:
- Grade 12 (NQF Level 4) and an Administrative Certificate.
- 3 years relevant experience
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