CRMD045-2026 SENIOR CUSTOMER CARE CONSULTANT (OUTBOUND)

City of Tshwane • Tallahassee, FL

1d • ZAR 434,688 - ZAR 603,720 • Onsite

About The Position

This position seeks to attract African female, African male, Coloured female, Coloured male, Indian female, Indian male, White female, White male, Person with disability, and All categories. The job level is T11 with a salary scale of R434 688,00 – R603 720,00 per annum, and an estimated remuneration package of R585 211,00 – R800 357,00 per annum. The purpose of this position is to supervise teams within the Outbound contact centre, address complaints, and monitor staff performance to provide consistent standards of quality service to customers.

Requirements

• Grade 12
• At least two years’ relevant working experience in a walk-in centre, face-to-face or call centre (virtual contact centre) in a multi-site environment
• Must undergo a criminal record check and such a person shall allow their fingerprints to be taken by the Tshwane Metro Police Department at own cost
• Candidates must be willing to work at any of the regional customer care centres (walk-in centres and call centres), depending on operational requirements

Nice To Haves

• An appropriate career-related qualification
• Supervisory experience
• Computer literacy (knowledge of SAP CIC, SAP CRM and Sinch or any telephony system will be an added advantage)

Responsibilities

• Supervise performance of customer care consultants
• Monitor performance and progress
• Conduct ongoing coaching
• Evaluate and analyse performance and data and take corrective actions
• Prepare reports on a daily, weekly and monthly basis
• Work with other supervisors to support customer care consultants to deliver maximum customer satisfaction within the service-level agreement
• Attend to escalated enquiries
• Escalate enquiries to service delivery departments

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED