CONTACT CENTRE CONSULTANT (5 POSTS) DIRECTORATE: Customer Relations Management REF. NO: INT M&P 07-2013 SALARY: R138 345.00 per annum (plus benefits) CENTRE: Johannesburg REQUIREMENTS: Matric. Post Matric Qualification would be an added advantage. DUTIES: Provide accurate information to the satisfaction of the customers. Analyze and interpret all spheres of Government Regulation, Acts, Policies, procedures and processes to the satisfaction of customers. Represent the Government in a customer centric and professional manner. Capture accurate and detailed information on all customer escalations. Handle inbound telephone calls, faxes, letters and e - mail requests from customers and conduct outbound telephone, e-mails and letters i.e. customer feedback and telephone surveys. Offer basic and technical support to more than 2,000 Gauteng Government services; this is, for all Provincial Departments, Metro Municipalities, Local Municipalities, District Municipalities, Government Agencies, Office of the Premier, GPG employees and the Legislature. Handle reported issues of fraud and corruption with integrity and ensure confidentiality, accuracy and correct capturing of information. Research customer requests, problems, and complaints and take appropriate action. Utilizes search engine to research the correct response that meets the customer needs.Provide accurate feedback to customers on all escalated matters. Evaluates the needs of the customer and determines the most effective method of servicing their request and contact priority. Categorize and code customer interactions for data entry; performs data entry functions to record information and maintains numerous record logs. Provide general information to customers for various Gauteng Government services. Escalate customer requests to the appropriate provincial department or municipality for feedback and resolution. Adhere to the Contact Centre staff schedule and performance targets. Compliance to Contact Centre policies, procedures and processes. ENQUIRIES: Lesego Maceda. Tel. No: (011) 689 8842 CLOSING DATE: 23 August 2013 Applications must be submitted on form Z83, obtainable from any public service department or from the website, which must be completed in full. A certified copy of your identity document and qualifications must be attached. The specific reference number of the post must be quoted. Failure to comply with these instructions will disqualify applications from being processed. Applications can be submitted directly to the Internal HR Helpdesk, 8th Floor, Imbumba House, 75 Fox Street.
Posted on: Mon, 19 Aug 2013 08:10:54 +0000
Trending Topics
Recently Viewed Topics
© 2015