Call Centre Agent
KwaZulu-Natal, South Africa
Job Description
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
- Processing and conducting account operations and customer service information and actions.
- Providing the customer with relevant information which could include information/action on
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,
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
- Transferring problematic calls from consumers to Supervisors as per consumer request or
- Closing the interaction when all necessary actions have been completed.
- Attention to detail.
- Ethics and professionalism.
- Problem solving.
- Use of Technology.
- Communication.
- Service delivery orientation.
- Client orientation and customer focus.
- Resilience.
- Grade 12 (NQF Level 4) or equivalent.
- 2 Years relevant experience.
- Computer literacy.
- Grade 12 (NQF Level 4) and an Administrative Certificate.
- 3 years relevant experience
Leave Yes
Medical Aid Yes
Other Allowances N/A
Pension Fund Yes
Remuneration R 218 077.44 - R 283 086.84 p.a
13th Cheque Yes
Contact Name HR COUNTER
Contact Telephone 0313113103
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Job Detail
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Job IdJD1374817
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:R218077.44 - 283086.84 per year
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Employment StatusPermanent
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Job LocationKwaZulu-Natal, South Africa
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EducationNot mentioned