Purpose

• The Officer: Customer Services acts as a point of contact for all public-related issues that have been escalated to the Office of the CEO.
• The incumbent must liaise with the Service’s SETA departments and the public on a regular basis to ensure timeous resolution of issues.
• The incumbent is responsible for developing and maintaining strong relationships with the public.

Requirements

• National Senior Certificate or equivalent, at a minimum NQF Level 4
• Relevant NQF Level 6 qualification in Communications, Public Relations or related field is required
• 2-3 years of experience in a customer care environment

Responsibilities

Handle all Public Complaints and Queries that come through the Office

• Check queries on the customer care mail box and work email box
• Log queries into CRM system and obtain a reference number
• Acknowledge the receipt of the complaint and provide the reference number
• Respond to queries when sufficient information is available, and confer with the relevant Division or Unit
• Update the status of the complaint on CRM
• Respond to telephone queries
• Investigate and respond to public complaints under the direction of the Senior Officer
• Negotiate suitable resolutions to complaints and issues
• Provide a detailed report of summaries of complaint issues for operational meetings
• Identify complaints and other customer feedback trends which indicate where Services SETA can improve
• Provide ad hoc reports as requested concerning complaints and other public feedback
• Follow up and ensure that appropriate changes were made to resolve public complaints
• Keep records of customer interactions, including recording details of inquiries, complaints, or comments, as well as actions taken
• Refer unresolved public grievances to designated departments for further investigation

Achievement of Work Plans

• Execute work plans and drive the evidence collection in real time
• Produce reports against the implementation of work plans
• Respond to audit findings with complete evidence, on time
• Implement documented data management practices
• Comply to policies and procedures in the unit
• Record, file, and ensure the availability of information

Additional Information

• The Services SETA reserves the right not to make an appointment.
• If you do not hear from the Services SETA within 60 working days from the closing date, please consider your application unsuccessful.
• The Services SETA will not be held liable for applications sent in any manner other than that stated in the advert.  
• All applications must be submitted on the Services SETA vacancy portal.
• NO HAND-DELIVERED, EMAILED, OR POSTED APPLICATIONS WILL BE ACCEPTED.

NOTES:

• Appointment onto the position is conditional upon the signing of a performance agreement with the organisation.
• Candidates may be subjected to a Psychometric Assessment whose results will be considered in determining whether to appoint the candidate or not.
• Applicants must note that they may be subjected to security, qualifications, criminal, credit and previous employment checks once shortlisted, and that their appointment would be subject to positive outcomes of these checks.
• Applications received after the closing date will not be considered.  
• Shortlisted candidates must avail themselves for interviews at a time, date and place determined by the Services SETA.  
• The Services SETA is committed to equality, employment equity, and diversity.
• In accordance with the employment equity plan of the Services SETA and its employment equity goals and targets, preference may be given, but is not limited to, candidates from under-represented designated groups.
• Candidates with disabilities are encouraged to apply for positions.

Ref No

• SS-162

Remuneration

• R409 204.99

Enquiries

• For enquiries, please phone Ms Thabisile Shongwe at 011 694 8660 between 08h00 and 16h00 weekdays.

Centre

• Office of the CEO