Service Agent Contact Centre Position at Eskom

 

Comprehensive Overview of the Service Agent Contact Centre Position at Eskom

Introduction

The role of a Service Agent in a Contact Centre is crucial in ensuring seamless communication between the business and its customers. The position advertised for Eskom’s Bloemfontein Distribution center is an excellent opportunity for individuals interested in providing professional customer service while working within a dynamic team environment. This article provides an in-depth look into the role, its responsibilities, qualifications required, and the broader context within which this role operates.

Position Overview

Title: Service Agent Contact Centre X5 Bloemfontein Distribution
Vacancy Type: External/Internal
Task Grade: T10
Area of Specialization: Professional customer service utilizing available processes
Department: Retail Operations
Business Unit: Central East Cluster
Location: Bloemfontein, Free State, South Africa
Reference Number: SACC/TM/2024
Closing Date: 20 September 2024

The position requires dedicated professionals who can deliver exceptional customer service through various communication channels and support functions, enhancing the overall customer experience in line with Eskom’s standards.

Key Responsibilities

The role encompasses a diverse range of responsibilities aimed at delivering high-quality customer service and supporting various operational activities. These include:

1. Handling Inbound Interactions: Service Agents will manage incoming calls, emails, and other forms of communication, ensuring that customers’ inquiries are addressed promptly and effectively.
2. Managing Back-Office Activities: This includes handling administrative tasks, processing requests, and maintaining records as part of the behind-the-scenes support that facilitates efficient customer service.
3. Overseeing Multi-Media and Outbound Activities: The role involves managing various multimedia communication channels and making outbound calls as necessary to follow up with customers or provide additional support.
4. Providing and Improving General Customer Services: Continual enhancement of customer service processes and strategies to better meet customer needs and expectations.
5. Supporting Marketing, Sales, and Customer Service Processes: The role assists in aligning marketing and sales initiatives with customer service efforts to ensure a cohesive approach to customer engagement.
6. Performing Vending, Prepaid, and Easy Pay Activities: Handling transactions and processes related to vending services, prepaid accounts, and easy payment solutions.

Minimum Requirements

To qualify for the Service Agent Contact Centre position, candidates must meet the following criteria:

Qualifications

• National Diploma/National N Diploma: A diploma in Business in Finance, Marketing, Commerce, Social Sciences, or Business Management at NQF6 with 240 credits is required.

Experience

• Two Years Related Experience: Candidates should have a minimum of two years of experience in customer service or customer relations roles.

Skills and Competencies

Candidates must exhibit a combination of behavioral traits, leadership abilities, knowledge, and skills essential for the role.

Behavioral Competencies

1. Integrity: Maintaining strong moral principles and ensuring honest interactions.
2. Honesty: Being truthful and transparent in all dealings.
3. Trustworthiness: Earning and maintaining the confidence of customers and colleagues.
4. Professionalism: Demonstrating a high standard of conduct and performance in the workplace.

Leadership Competencies

1. Team Player: Ability to work effectively within a team environment.
2. Motivating Teams: Inspiring and encouraging team members to achieve their best.
3. Coaching and Mentoring: Providing guidance and support to colleagues to aid their professional development.
4. Developing: Fostering growth and improvement within the team.

Knowledge Requirements

1. Eskom Business: Understanding of Eskom’s operations and business processes.
2. Standard Power Unit (SPU) and Prepayment Customer Tariffs: Knowledge of Eskom’s tariffs and pricing structures for power units and prepaid services.
3. Service Delivery Training: Familiarity with training related to service delivery.
4. Report Compilation: Ability to compile and analyze reports relevant to customer service and operational performance.

Skills Required

1. Computer Literacy: Proficiency in using computer systems and software.
2. Time Management: Efficiently managing time and prioritizing tasks.
3. Interpersonal Skills: Building and maintaining positive relationships with customers and colleagues.
4. Relationship Building: Developing strong connections with customers to enhance service delivery.
5. Functional and Technical Skills: Applying specialized knowledge and technical skills to perform job duties effectively.
6. Problem Solving: Identifying issues and implementing solutions to resolve customer concerns.
7. Analytical Skills: Assessing information and making informed decisions.
8. Negotiation Skills: Engaging in discussions to reach mutually beneficial outcomes.
9. Communication Skills: Clear and effective verbal and written communication.
10. Telephone Etiquette: Professional handling of telephone interactions.
11. Stress Management: Maintaining performance under pressure and managing stress effectively.

Working Environment and Culture

The Service Agent Contact Centre role is situated within Eskom’s Bloemfontein Distribution office, part of the Central East Cluster in the Free State of South Africa. Eskom is a prominent energy provider in the region, and its culture emphasizes equality, employment equity, and diversity. The organization is committed to providing a supportive work environment where all employees can thrive and contribute meaningfully to the company’s goals.

Application and Selection Process

Candidates interested in applying for the Service Agent Contact Centre position should ensure their applications are submitted before the closing date of 20 September 2024. The selection process includes reviewing applications, conducting interviews, and assessing candidates’ fit for the role based on the outlined requirements and competencies.

Candidates who do not receive communication within 28 days after the closing date should consider their application unsuccessful. Eskom reserves the right to not make an appointment for the advertised posts, and preference may be given to candidates from under-represented designated groups as part of its employment equity plan.

Commitment to Diversity and Inclusion

Eskom is dedicated to promoting diversity and inclusion within its workforce. The company’s employment equity goals emphasize creating a diverse work environment where all employees, regardless of their background, are valued and given equal opportunities for growth and development. Candidates with disabilities are encouraged to apply, reflecting Eskom’s commitment to inclusivity.

Conclusion

The Service Agent Contact Centre position at Eskom’s Bloemfontein Distribution center offers an exciting opportunity for individuals passionate about delivering exceptional customer service. With a strong emphasis on professionalism, integrity, and customer-focused solutions, this role is integral to Eskom’s operational success. Candidates who meet the qualifications and demonstrate the required skills and competencies are encouraged to apply and contribute to Eskom’s mission of providing reliable energy solutions to the community.

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