33000698 – Call Centre Agent 34007280 – Pollution Assistant 61001220 – Senior Manager (Organisational Diagnostics) 36004574 – Survey Technician 19000630 – Network Security Specialist 36004584 – Supervisor (Surveying) 36004626 – Survey Attendant 36003014 – Senior Clerk 36004734 – Senior Clerk 34001656 – Process Controller 63000276 – Work Study Administrator 37000880 – Principal Clerk 44003290 – Small Plant Operator 12000202 – Senior Internal Auditor (Opr) (Level I) Specialist Engineer Artisan (Auto Electrician) Fire Safety Officer Division Commander 33001440 – Small Plant Operator 43000100 – Equipment Specialist Programme Manager 61000010 – Deputy Head (Hc Transformation) 33000110 – Word Processing Operator Specialist Engineer (Hv Projects)

Key Responsibility Areas:

Analysing, processing and co-ordinating information on the service interruption process.
Receiving requests or complaints from customers, captures relevant information on the computer system using the appropriate software package to initiate the required action from the LV Control staff.
Processing and conducting account operations and customer service information and actions.
Providing the customer with relevant information which could include information/action on eThekwini Electricity regulation, policies and procedures; eThekwini Electricity business; damages and claims; staff location and contact details; energy usage; tariffs; theft; unauthorised access to eThekwini Electricity sites and wrong/prank calls.
Participating in and initiates continuous improvement opportunities by identifying system,process and customer problems, exceptions, needs and service improvement opportunities and reporting such to the Senior Agent or Superintendent.
Representing eThekwini Electricity professionally during the interaction with the Call Centre.
Handling calls according to quality services, Batho Pele principles, fault logging, standard operating procedure and street lighting standard operating procedure.
Transferring problematic calls from consumers to Supervisors as per consumer request or agent not being able to handle a call.
Closing the interaction when all necessary actions have been completed

Essential Requirements:

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

Preferred Requirements:

Grade 12 (NQF Level 4) and an Administrative Certificate.
3 years relevant experience

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