KEY RESPONSIBILITIES:

• Answer incoming calls in line with Johannesburg Water customer service standard daily. Direct complaints to the investigating unit. Demonstrate adequate understanding of the complaint’s point of view. Adequately identify the nature of the complaint.
• Make use of the correct resources towards dealing and resolving the complaint. Follow the procedures set by the office of the Ombudsman in logging complaints systematically.
• Attempt to resolve all complaints at first contact. Correctly forward all unresolved complaints to the investigation unit. Inform each complaint about the relevant turn-around time per query.
• Daily check up on all outstanding complaints logged. Follow up and escalate all outstanding complaints that are outside the Service Level Agreement timeframes. Subscribe customers that are not registered to Notify Me for any water alerts. Issue service interruption messages to affected areas.
• Produce monthly reports on alerts. Print all the job cards, maps and MRQC for the TCODES department. Log technical calls for all water prepaid vending machines.

JOB REQUIREMENTS: ESSENTIAL QUALIFICATIONS AND EXPERIENCE:

• Grade 12
• Minimum of twelve (12) months previous Call Centre/Customer Service/Complaints experience within municipal or related industry