Job Description: Service Agent – Customer Services Area (Distribution) – Vryburg
Position Title: Service Agent – Customer Services Area (Distribution)
Location: Vryburg, South Africa (North West)
Vacancy Type: Internal
Task Grade: T10
Department: Retail Operations
Business Unit: Gemma Cluster
Reference Number: SACSAV190824
Closing Date: 09/09/2024
Introduction
Eskom, a leading energy provider in South Africa, is seeking a dedicated and skilled Service Agent to join our Customer Services team in Vryburg. This internal position is vital for ensuring exceptional service delivery in our distribution area. The successful candidate will play a crucial role in managing customer relations and service operations, contributing to our goal of maintaining a high standard of customer satisfaction.
Role Overview
As a Service Agent in the Customer Services Area, you will be responsible for delivering efficient and effective service across various customer touchpoints. This role involves managing and executing a range of customer service activities and ensuring seamless interactions between Eskom and its customers. Your expertise will help facilitate smooth operational processes and enhance the overall customer experience.
Minimum Requirements
Qualifications:
- National Diploma in Business Management, Marketing, Communications, or Commerce at NQF6 with 240 credits.
Related Minimum Experience:
- A minimum of 2 years’ experience in customer service and customer relations.
Skills and Competencies
Behavioral:
- Integrity
- Honesty
- Trustworthiness
- Professionalism
Leadership:
- Team player
- Ability to motivate teams
- Coaching and mentoring skills
- Talent development
Knowledge:
- Service delivery training
- Snippet processing unit (SPU) and prepayment customer tariffs
- Organizational processes
- Customer relationship management
- Low voltage maintenance and fault repair
- Operating regulations for high and low voltage systems
- Metering and billing
- Credit management directives and policies
Skills:
- Computer literacy
- Effective time management
- Strong interpersonal skills
- Relationship building
- Functional and technical expertise
- Problem-solving and analytical skills
- Negotiation
- Communication skills
- Telephone etiquette
- Stress management
- Report compilation
- Bilingual or multilingual capabilities
- Counseling and conflict resolution
Key Responsibilities
- Handle Generic Service Activities: Execute various service-related tasks to ensure that customer needs are met promptly and effectively.
- Provide Customer Data: Supply accurate and relevant information to customers as required, ensuring transparency and clarity.
- Process Quotation and Connection Activities: Manage and process requests for quotations and handle connection activities to facilitate customer requirements.
- Perform Vending and Prepaid Activities: Oversee vending and prepaid operations, ensuring accurate transactions and service delivery.
- Build Customer Relationships: Develop and maintain positive relationships between Eskom and its customers, enhancing overall customer satisfaction and loyalty.
Additional Information
Application Process:
For assistance with this advertisement, please email: recruitmentdx@eskom.co.za
Note: If you have not been contacted within 28 days after the closing date of this advertisement, please accept that your application was unsuccessful.
Equal Opportunity:
Eskom is committed to equality, employment equity, and diversity. In accordance with Eskom’s employment equity plan, preference may be given to candidates from under-represented designated groups. Eskom reserves the right not to make an appointment to the advertised posts. Candidates with disabilities are encouraged to apply.
Work Environment:
Eskom is dedicated to providing a smoke-free environment for all employees and visitors at the workplace.
This detailed job description outlines the expectations and requirements for the Service Agent role in Vryburg, emphasizing the qualifications, skills, and competencies necessary for success. The position offers a significant opportunity to contribute to Eskom’s mission of delivering high-quality customer service and operational excellence.