• Location:
  • Salary:
    negotiable
  • Job type:
    Permanent
  • Posted:
    1 year ago
  • Category:
    Utilities
  • Deadline:
    September 28, 2018

Senior Customer Services Officer (South / Central/North)

Job description

​​​To plan, lead and coordinate Customer Service activities to ensure efficient and effective delivery of products and services in line with customer service standards.


Key activities

  1. Client & Customer Management – Assists in managing client and customer (internal and external) relationships.
  2. Data Collection & Analysis – Works independently to collate and analyze data using pre-determined tools, methods and formats
  3. Operational Management – Provides operational support services and sometimes acts as first-line supervisors of a transactional operations area while using existing systems and protocols.
  4. Policy Development & Implementation – Delivers prescribed outcomes by working within established procedures.
  5. Budgeting  & Costing – Performs simple procedural tasks to support the budgeting process.
  6. People Management – Manages the motivation and discipline of staff in area of responsibility in line with laid down procedures to realize the Corporation’s objectives
  7. Safety, Health, Environment – Ensures that all safety and loss control standards (Safety Health and Environmental) contained in the Corporation’s standards are adhered to.

Education required

Recognised Degree in Business/Commerce or equivalent from a recognized institution


Experience required

Three (3) years post qualification experience in a customer service environment.


Competencies

Technical Skills

  1. Customer Service Delivery
  2. Data Collection & Analysis
  3. Data Management
  4. Reporting
  5. Computer Skills
  6. Planning & Organising
  7. Writing Skills
  8. Verbal Skills

Behavioural Skill

  1. Team Leadership
  2. Initiative
  3. Drive for Results
  4. Analytical Thinking
  5. Adapability
  6. Self-Control
  7. Attention to Detail
  8. Collaborative Influence
  9. Customer Focus
  10. Information Seeking
  11. Understanding Others

Job Challenges

  • ​Meeting customer expectations (including dealing with disgruntled customers)
  • Resource constraints​
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