Service Agent Contact Centre Job Opportunity at Eskom

Position Overview

• Vacancy Type: External/Internal
• Task Grade: T10
• Area of Specialization: Professional customer service using available processes
• Department: Retail Operations
• Business Unit: Central East Cluster
• Location: Bloemfontein, Free State
• Reference Number: SACC/TM/2024
• Closing Date: 20 September 2024

Key Responsibilities

• Inbound Interactions: Handle incoming calls, emails, and other communications, addressing customer inquiries effectively.
• Back-Office Activities: Perform administrative tasks, process requests, and maintain records.
• Multi-Media and Outbound Activities: Manage multimedia communication and make outbound calls for customer follow-up.
• Customer Services Improvement: Enhance processes to better meet customer needs.
• Support for Marketing and Sales: Align customer service with marketing and sales efforts.
• Vending, Prepaid, and Easy Pay Activities: Handle transactions related to vending services, prepaid accounts, and easy payment options.

Minimum Requirements

• Qualifications: National Diploma/National N Diploma in Business, Finance, Marketing, Commerce, Social Sciences, or Business Management (NQF6 with 240 credits).
• Experience: Minimum of two years in customer service or customer relations roles.

Skills and Competencies

• Behavioral: Integrity, honesty, teamwork, motivation, coaching, and mentoring.
• Knowledge: Eskom operations, Standard Power Unit (SPU) tariffs, service delivery training, and report compilation.
• Skills:
  • Computer Literacy: Proficiency in using software and systems.
  • Time Management: Efficient task prioritization.
  • Interpersonal Skills: Building strong relationships with customers and colleagues.
  • Problem Solving: Identifying and resolving customer issues.
  • Communication and Negotiation: Effective verbal and written communication, telephone etiquette, and negotiation skills.
  • Stress Management: Ability to maintain performance under pressure.

Work Environment and Culture

Eskom emphasizes employment equity, diversity, and inclusion. The organization provides a supportive environment where employees can grow professionally and contribute to company goals.

Application Process

Interested candidates should submit their applications before the closing date of 20 September 2024. If you do not hear back within 28 days of the closing date, consider your application unsuccessful. Eskom reserves the right to not appoint any candidate for the advertised posts, and preference may be given to designated groups as part of its employment equity plan.

Commitment to Diversity

Eskom is committed to fostering diversity and inclusion, encouraging candidates from diverse backgrounds, including those with disabilities, to apply.

For further information and to apply, visit Eskom’s recruitment portal.