Internship: Customer Care Agent at City of Johannesburg

Minimum Requirements:

• Grade 12 (NQF level 4) plus Diploma in Marketing / Business Management / Business Administration or NQF level 6 qualification.
• Only City of Joburg residents will be considered.

Primary Function:

• Provide highly proficient and efficient customer service that satisfies customer requirements and expectations, producing first contact resolutions while upholding quality and consistency in service delivery.

Key Learning Areas:

• Provide customers with accurate information about products and services offered by the company and maintain records of customer interactions.
• Provide high-quality and professional query resolution that ensures customer satisfaction.
• Manage customer complaints in line with applicable standard operating procedures.
• Build and improve relationships with customers to enhance loyalty and communication, both internal and external, to improve the functioning of Rea Vaya, resulting in increased profitability.
• Execute effective stakeholder relations management in line with applicable policies and standard operating procedures.
• Ensure timely and accurate reporting of customer care-related activities.

Leading Competencies:

• Customer Services Orientation skills;
• Listening skills;
• Computer Literacy- Microsoft Office Applications- Word, Excel & PowerPoint.
• Customer complaints and resolutions skills;
• Good coordination and Organising skills;
• Good communication skills (verbal, listening and written).

Core Learning Competencies:

• Knowledge of customer complaints and resolution methodologies, process, procedures and systems.
• Knowledge of local government environment;
• Records administration related knowledge;
• Attention to detail;
• Initiative and proactiveness.