Internship: Revenue Call Centre at City of Johannesburg

Minimum Requirements:

• Grade 12 (NQF level 4) plus a relevant tertiary qualification at NQF level 6 or student enrolled towards an NQF level 6 qualification
• Only City of Joburg residents will be considered

Primary Function:

• Provide a high level of Call Centre service, both telephonic and written
• Use initiative to analyse, identify account queries, and process necessary procedures
• Resolve revenue-related queries on first point of contact
• Log and/or escalate all queries that cannot be resolved to the relevant department
• Meet or exceed targets set by the R & CRM department and the needs of customers

Key Learning Areas:

• Apply set standard operational procedures in logging of all revenue accounts-related queries related to services offered by the City of Joburg
• Log and resolve queries relating to first-time resolution immediately
• Perform tasks associated with maintaining electronically based information/data/records
• Subscribe to the Performance Management Policy within the City of Joburg Municipality
• Maintain strong customer and working relations with RSSC customers, peers, and other internal stakeholders
• Efficiently utilize operational assets and resources cost-effectively in accordance with the City's legislative framework, 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