Case Resolution Clerk X 60 Positions

CASE RESOLUTION CLERK (CONTACT CENTRE CONSULTANTS) 60 POSTS

REF NO: HRMC 99/15/7 Chief Directorate: Channel Management

SALARY : R158 985 per annum (Level 6). In addition, a range of competitive benefits are offered.

CENTRE : Head Office, Pretoria

REQUIREMENTS : Representivity: Diversity is promoted. Persons with Disabilities and Female candidates will receive preference. Matric qualification with prior experience in a call centre environment is a prerequisite to apply for this post. Post Matric qualification will be added advantage (Call Centre/Customer Service Sector). Proven computer literacy. Solid organizational, administrative and time management skills. A keen sense of attention to detail . Ability to manage client’s expectations.

Customer focused – ability to excel in the provision of service. Ensuring calls are answered within the prescribed timeframes. Ability to consistently deliver quality service on a variety of calls. Manage pressure in peak periods. Solution orientated with a proactive approach to problem resolution. Able to determine when escalation is required. Total commitment to customer satisfaction. passion for Customer Service. Excellent communication skills (both verbal and written). Knowledge of Civic Services and/or Immigration Services policy and procedures will be an added advantage.

DUTIES : The successful candidate will be responsible for, amongst others, the following specific tasks: Act as a central point of contact for customers through various contact channels. Handling enquiries and complaints from citizens /foreigners concerning a range of Home Affairs Services. Resolving customer queries and escalating as necessary within agreed turnaround times. Identifying customer needs and providing information on a broad range of Home Affairs Services and functions. Logging customer calls and case management activities. Maintaining high standards of Product. Knowledge and adherence to protocols to ensure that customers receive accurate and consistent information. Understand own Key Performance indicators and track performance against set standards.

ENQUIRIES : Ms S Mashile, Tel No: (012) 300-8602