OFFICER: CUSTOMER CARE

Serivces SETA – Parktown, Gauteng
R264 392 a year – Permanent
Company
Serivces SETA
Reference #
OFFICERCUS2
Published
08/04/2019
Contract Type
Permanent
Salary
R 264,392.00 – 264,392.00 Annually
Location
Parktown, Gauteng, South Africa
Introduction
Key Job Purpose:
The Officer: Customer Care acts as a first point of contact for all public related issues that have been escalated to the Office of the CEO. The incumbent must liaise with Service’s SETA departments and the public on a regular basis to ensure timeous resolution of issues. He/she is responsible for developing and maintaining strong relationships with the both internal and external stakeholders.
Job Functions
Client Services
Industries
Higher & Tertiary Education
Specification
    • DUTIES:
    • Handle all public complaints and queries that come through the Office
    • Check quires on customer care mail box and any other assigned email box
    • Log queries into CRM system or any other assigned system and obtain a reference number
    • Acknowledge the receipt of compliant and provide the reference number
    • Respond to queries when sufficient information is available, otherwise confer with the relevant Division/Unit/Manager
    • Provide regular status updates on the relevant systems and reports
    • Respond to telephone queries
    • Investigate and respond to public complaints under supervision
    • Negotiate suitable resolutions to complaints and issues
    • Provide detailed report of summaries of complaint issues for operational meetings
    • Identify complaint and other customer feedback trends which indicate where SSETA can improve
    • Provide ad hoc reports as requested concerning complaints and other public feedback
    • Follow up and ensure that appropriate changes were made to resolve public complaints
    • Keep records of customer interactions including recording details of inquiries, complaints, or comments, as well as actions taken
    • Refer unresolved public grievances to designated departments for further investigation
    • Achievement of work plans
  • Execute work plans and drive the evidence collection in real time
  • Produce reports against the implementation of work plans
  • Respond to audit findings with complete evidence, on time
  • Implement documented data management practices
  • Comply to policies and procedures in the unit
  • Record, file and ensure the availability POP information
Requirements
  • Matric plus 2 year relevant Diploma in communication/marketing/customer care/public relations
  • 2 years’ experience in customer care/services environment
Job Closing Date
21/04/2019
Updated: April 16, 2019 — 22:55