Purpose

• To attend all electricity related faults and complaints reported by consumer through the acknowledgement, analysis and prioritisation of faults.

Requirements

• Grade 12 (NQF Level 4) or equivalent.
• 2 years relevant experience.
• Computer literacy.

Skills & Competencies

• Attention to detail.
• Ethics and professionalism.
• Problem solving.
• Use of Technology.
• Communication.
• Service delivery orientation.
• Client orientation and customer focus.
• Resilience.

Responsibilities

• Analysing, processing and co-ordinating information on the service interruption process.
• Receiving requests or complaints from customers, captures relevant information on the computer system using the appropriate software package to initiate the required action from the LV Control staff.
• Processing and conducting account operations and customer service information and actions.
• Providing the customer with relevant information which could include information/action on eThekwini Electricity regulation, policies and procedures; eThekwini Electricity business; 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, process and customer problems, exceptions, needs and service improvement opportunities 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 operating procedure and street lighting standard operating procedure.
• Transferring problematic calls from consumers to Supervisors as per consumer request or agent not being able to handle a call.
• Closing the interaction when all necessary actions have been completed.

Additional Information

• The eThekwini Metropolitan Municipality is a metropolitan municipality, created in 2000, that includes the city of Durban and surrounding towns.
• eThekwini is one of the 11 districts of the KwaZulu-Natal province of South Africa.
• This post reports to MANAGER (CONTACT CENTRE)

Preferred Requirements:

• Grade 12 (NQF Level 4) and an Administrative Certificate.
• 3 years relevant experience

Special Conditions:

• 40 Hours- 5 days a week on rotating system to include weekends public holidays.
• Shift work including night shift.

Physical Requirements:

• Must be capable of carrying out the duties of the post.

Ref No

• 1251

Remuneration

• R377 183.00 - R464 720.00