34000418 - Contact Centre Consultant

Key Responsibility Areas

• Ensures that the customer is given accurate information and is satisfied with the service provided.
• Liaises with the Engineering Department, captures all related engineering faults effectively and prioritises and classifies the faults in terms of severity.
• Undertakes the screening of all no water complaints.
• Updates the consumer and accounts details on the Billing system with regard to terminations and transfers.
• Authorises reconnection of water services on receipt of full payment.
• Follows up on electronic payments to banks and third party agencies.
• Follows up on queries referred to meter shop, meter audit division.
• Undertakes the adjustments of accounts.

Competencies

• Written communication
• Oral communication
• Attention to detail
• Ethics and professionalism
• Organisational awareness
• Problem solving
• Use of technology
• Communication
• Resilience
• Learning orientation
• Team orientation
• Coaching and mentoring

Essential Requirements

• Grade 12 (NQF Level 4) or equivalent.
• 2 Years relevant experience.

Preferred Requirements

• Grade 12 (NQF Level 4) or equivalent and an Administrative certificate.
• 3 Years relevant experience.