Internship: Revenue Call Centre at City of Johannesburg

Minimum Requirements: 

• Grade 12 (NQF level 4). 
• Only City of Joburg residents will be considered.  

Primary Function:

• Provide a high level of Call Centre service, both telephonic and written, using initiative to analyse, identify account queries and process necessary procedures using all available resources in order to resolve revenue related queries on first point on contact, logging and/or escalating all the queries that cannot be resolved to the relevant department, whilst meeting or exceeding targets set by the R & CRM department and the needs of customers.

 Key Learning Areas: 

• To apply set standard operational procedures in logging of all revenue accounts related queries related to all services officers by the City of Joburg for further processing by the relevant back-end department while queries relating to first time resolution are logged and resolved immediately; 
• Perform specific sequences associated with maintaining electronically based information /data/records. 
• To subscribe to the Performance management Policy within the City of Joburg Municipality; 
• To maintain strong customer and working relation with RSSC customers, peers and other internal stakeholders to ensure correct focus and support; 
• To efficiently utilize the operational assets and resources in the area of responsibility cost effectively in accordance with the legislative framework of the City’s policies and procedures; 

 Leading Competencies: 

• Computer Literacy- (Microsoft Office Applications); 
• Problem solving skills; 
• Good Time management; 
• Excellent listening and communication skills (verbal and written); 
• Excellent Interpersonal skills; 

 Core Learning Competencies: 

• Basic knowledge of billing concepts and functions; 
• Knowledge Retention and recall; 
• Capability to handle pressure; 
• Ability to interpret mathematical information; 
• Attention to detail and accuracy;