Details
Closing Date
2022/11/11
Reference Number
ETH221021-5
Job Number
33007340-1
Job Title
Call Centre Agent
Job Type
Permanent
Division
Operations
Department
Customer Services And Sales
Branch
Contact Centre
Vacancy Group
Trading Services
Reporting To
Manager (Contact Centre)
Location – Town / City
eThekwini
Location – Province
KwaZulu-Natal
Location – Country
South Africa
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.
Essential Requirements
Matric/Grade 12.
12 Months relevant experience. Computer literacy.
Preferred Requirements
Matric/Grade 12 plus relevant certificate accredited by SAQA.
18 Months relevant experience.
Housing Subsidy
Yes
Leave
Yes
Medical Aid
Yes
Other Allowances
N/A
Pension Fund
Yes
Remuneration
R197 994.81/R257 017.53 Per Annum
13th Cheque
Yes
Contact Name
Electricity Counter
Contact Telephone
0313119571/0313119123/0313119519