eThekwini Municipality Job Vacancy as Call Centre Agent 2024: Employment for Applicants with Grade 12 (NQF Level 4) Qualification

About the eThekwini Municipality
Located in the province of KwaZulu-Natal, eThekwini proudly holds the distinction of being the third-largest city in South Africa. Serving as the provincial capital, it exudes a dynamic and lively atmosphere that captures the hearts of both residents and tourists. Within the eThekwini Metropolitan Municipality, the city boasts the busiest and most efficiently managed port on the African continent, showcasing its global connectivity and sophisticated infrastructure. Additionally, the esteemed International Convention Centre in Durban has established itself as a prestigious venue for a diverse range of significant events, including influential international conferences.

Geographically, eThekwini boasts a distinctive landscape characterized by majestic mountains and a larger land area compared to other towns in South Africa. Its unique terrain is enhanced by captivating canyons and ravines, while a scenic coastal plain graces its picturesque shores. The city is renowned for its expansive beaches, offering ample opportunities for visitors to bask in the beauty of the coastline and immerse themselves in the serene allure of the ocean.

About the eThekwini Municipality Job Vacancy as Call Centre Agent 2024
eThekwini Municipality is seeking for candidates who would like to obtain a professional work opportunity as a credible and qualified Call Centre Agent. The eThekwini Municipality is currently seeking candidates for the position of Call Centre Agent, where your primary responsibility will be to ensure effective and accurate administration and control of the operation and revenue billing services provided by the municipality.

This role entails meticulous management and oversight of various administrative tasks related to municipal services, as well as maintaining control over the billing processes. Your duties will involve handling inquiries, resolving issues, and providing assistance to residents regarding their municipal services and billing concerns. Additionally, you will play a crucial role in ensuring compliance with relevant regulations and procedures to uphold the integrity and efficiency of the municipality’s operations.

Additionally, you will be required to perform the duties below:

• Offers swift service to all customers regarding revenue-related inquiries on Municipality services.
• Provides pertinent revenue-related details concerning various Municipality services.
• Executes administrative tasks to uphold exceptional customer service standards.
• Manages all administrative procedures necessary for registering new or existing Municipal customers.
• Manages all administrative processes involved in terminating existing Municipal customers.
• Handles all requests for name changes.
• Addresses valuation roll changes and property registration inquiries.
• Contributes to policy adjustments and initiatives aimed at enhancing customer service and maintaining high standards.
• Adheres to contact center culture and utilizes technology for efficient and prompt customer service.
• Guides consumers in registering or creating profiles on eServices.

For application purposes, please kindly take note of the eThekwini Municipality Job Vacancy as Call Centre Agent 2024’s Reference Number: ETH240327-1.

General Duties as Call Centre Agent

• Answering incoming calls from customers or clients.
• Responding to customer inquiries, complaints, or requests in a timely and professional manner.
• Providing information about products, services, and company policies.
• Handling customer complaints and finding solutions to resolve issues.
• Making outbound calls for follow-up, surveys, or sales purposes.
• Updating customer information in the database or CRM system.
• Escalating complex issues to appropriate departments or supervisors for resolution.
• Meeting or exceeding set performance metrics such as call quality, call duration, and customer satisfaction scores.
• Following call scripts and guidelines provided by the company.
• Collaborating with team members to ensure efficient call handling and customer service delivery.
• Maintaining a positive attitude and demeanor during interactions with customers.
• Adhering to company policies and procedures, including privacy and security regulations.
• Participating in ongoing training and development programs to enhance skills and knowledge.
• Handling administrative tasks such as documenting call details and completing call logs or reports.
• Contributing to a positive work environment and fostering teamwork within the call center.

Eligibility Criteria
If you’re contemplating applying for the eThekwini Municipality Job Vacancy as a Call Centre Agent and believe you’re a suitable fit for the role, we highly encourage you to proceed with your application promptly. However, if you harbor any reservations regarding your qualifications for the position, there’s no need for concern. Please take a moment to thoroughly review the requirements outlined below and assess your own qualifications against the standards set by the selection committee. It’s crucial to ensure that you meet all the specified criteria to enhance your prospects of acceptance.

The eThekwini Municipality Job Vacancy as Call Centre Agent Eligibility Criteria are as follows:

1. Basic Qualifications

• Obtain Grade 12 (NQF Level 4) or its equivalent
• Acquire 2 years of relevant experience
• Demonstrate proficiency in computer literacy
• Achieve Grade 12 (NQF Level 4) qualification alongside an Administrative certificate (advanatageos)
• Garner 3 years of relevant experience (advantageous).

2. Personal Attributes

• Pay close attention to detail.
• Uphold ethics and professionalism.
• Develop organizational awareness.
• Cultivate problem-solving skills.
• Understand business processes.
• Utilize technology effectively.
• Enhance communication abilities.
• Prioritize client orientation and customer focus.
• Build resilience.
• Foster a learning orientation.

Application Instructions
Apply online: eThekwini Municipality Job Vacancy as Call Centre Agent 2024.

We advise utilizing Google Chrome as your preferred web browser when accessing the designated website for optimal performance.

To initiate the application process, applicants must first create an account on the application platform. This account will be integral throughout the entire registration process, facilitating the tracking of your application progress.

For added convenience, you have the option to utilize your mobile phone instead of a computer for application submission. If you possess an Android phone, you can conveniently access the website using the pre-installed Google Chrome browser, eliminating the necessity of installing additional browsers.

Alternatively, you can expedite the registration process by utilizing your existing Google, Facebook, or LinkedIn accounts. This streamlined option saves time by circumventing the need to create a new account from scratch.

Be assured that the information provided will be treated with utmost confidentiality and will undergo review by both yourself and the entire selection committee. Therefore, it is imperative to meticulously review the accuracy of the information entered.

By submitting your application, you authorize the selection committee to utilize the personal information provided for processing your registration for the event.

Please be mindful that applications must be submitted solely through the specified website. Any attempts to submit materials via alternate methods, such as in-person delivery or fax, will be rejected by the reviewing committee.

Closing Date
Applications for the eThekwini Municipality Job Vacancy as Call Centre Agent must be submitted before the closing date on 12 April 2024.

We urge you to submit your applications as soon as possible to maximize your chances of securing a spot within the registration period and to minimize the risk of encountering last-minute issues such as heavy online traffic or missing documentation.

Please be aware that applications received after the specified deadline will not be considered by the selection committee, regardless of their content. Any submissions received after the deadline will be promptly disregarded.

Notification of shortlisting will only be sent to candidates who have been selected. If you have not received any communication from the selection committee within three months after the closing date, we regret to inform you that you have not been chosen for the position.

Throughout the recruitment process, the eThekwini Municipality maintains full authority to make appointments. The decisions made by the selection committee are final and cannot be contested.

Committee Details
Should you have any questions or uncertainties regarding the eThekwini Municipality Job Vacancy for the role of Call Centre Agent, feel free to reach out. Your inquiries and concerns are valued, and you are encouraged to direct them to the designated contact person listed below. We welcome the opportunity to address any queries you may have regarding this employment opportunity.

Contact Person: Human Capital -Finance – +27 31 322 7305