Home Affairs is looking to fill 60X positions of Case Resolution Clerks, apply if you qualify, please share this if you know someone who might be interested in these positions.
SALARY : R158 985 per annum (Level 6). In addition, a range of competitive benefits are offered.
CASE RESOLUTION CLERK (CONTACT CENTRE CONSULTANTS) 60 POSTS REF NO: HRMC 99/15/7
Chief Directorate: Channel Management
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
How to Apply
Quoting the relevant reference number, direct your CV, certified copies of qualifications and ID together with a completed Z83 application form which can be downloaded from our website, by the closing date to: Postal Address: Private Bag X114, Pretoria, 0001, Physical Address: 230 Johannes Ramokhoase (Proes) street, Cnr Thabo Sehume (Andries), Pretoria, 0001
Applications must be sent in time to the correct address as indicated in the circular, to reach the address on or before the closing date. Applications send to a wrong address and/or received after the closing date or those that do not comply with the requirements, will not be taken into consideration.
FOR ATTENTION : The Director-General
CLOSING DATE : 30 November 2015
Please share this if you know someone who might be interested in these positions.