CRMD045-2026 SENIOR CUSTOMER CARE CONSULTANT (OUTBOUND)

DEPARTMENT: CUSTOMER RELATIONS MANAGEMENT

Division: Contact Centre Operations

Section: Virtual Contact Centre

Location: All regions 

Reference number

CRMD045-2026

Position

SENIOR CUSTOMER CARE CONSULTANT (OUTBOUND)

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 teams within the Outbound contact centre and addressing complaints and monitoring staff performance to provide consistent standards of quality service to customers.

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

Written communication: Ability to communicate in writing as appropriate to specific audiences

Attention to detail: Ability to scrutinise own work and that of others to ensure accuracy and compliance with the relevant municipal standards

Organisational awareness: Ability to understand the City’s objectives and the impact of decisions on the community and the functioning of the department

Planning and organising: Ability to plan activities within specific time frames and then execute these activities according to plan

Problem solving: Ability to identify potential problem areas, break the problem into component parts, generate potential solutions, select an option and implement it

Primary functions

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

SAP

S70101377

New/natural attrition

Natural attrition

Enquiries

T Mosehla (012 358 1561), R Smith (012 358 1303) or T Manamela (012 358 5238)