CRMD043-2026 SENIOR CUSTOMER CARE CONSULTANT

DEPARTMENT: CUSTOMER RELATIONS MANAGEMENT

Division: Customer Centre Operations 

Section: Virtual Contact Centre

Location: All regions 

Reference number

CRMD043-2026

Position

SENIOR CUSTOMER CARE CONSULTANT

To be advertised

Internal

External

This position seeks to attract

African female

African male

Coloured female

Coloured male

Indian female

Indian male

White female

White male

Person with disability

All categories

Job level

T11

Scale

R434 688,00 – R603 720,00 per annum

Estimated

remuneration package

R585 211,00 – R800 357,00 per annum

Job purpose

To supervise customer care consultants and agents in contact centres or walk-in centres citywide and render a customer service to the public

Appointment 

requirements

Grade 12 

An appropriate career-related qualification will be an added advantage 

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

Supervisory experience will be an added advantage

Computer literacy (knowledge of SAP CIC, SAP CRM and Sinch or any telephony system will be an added advantage)

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

Personal attributes

and/or competencies

Multilingualism; excellent verbal and written communication skills; ability to work under pressure; ability to meet deadlines; good organisational skills; planning skills; leading and controlling skills; ability to cope with stress; team leader attributes; being a team player; ability to pay attention to detail; coaching and mentoring skills; ability to handle people management issues with tact, diplomacy and maturity; ability to inspire and influence others positively; having patience; ability to enforce discipline as a corrective measure; competence in business writing etiquette; strong personal and customer care skills; strong supervisory skills; emotional intelligence; intellectual and cognitive ability

Primary functions                                       

Supervise call centre agents or walk-in centre consultants and handle complaints and enquiries

Handle complaints and enquiries received at the centre and those referred to by consultants, agents and management

Manage overall team performance

Ensure correctness of information

Interact with external role players

Implement and maintain systems

Keep statistical data

Ensure adherence to corporate occupational health and safety standards and procedures

Report to management on team performance based on set targets

SAP

S70030509

New/natural attrition

Natural attrition

Enquiries

J Jansen (012 358 5525), R Smith (012 358 1303) or T Manamela (012 358 5238)