Customer Care Consultant (

Customer Care Consultant (3 Posts)

Reference Code: CRMD036-2025 (E)
Closing Date: 26 August 2025
Job Level: T10
Salary Scale: R357,972.00 – R497,184.00 per annum
Estimated Total Remuneration Package: R488,598.00 – R665,789.00 per annum
Employment Equity: All categories

Job Purpose

To handle face-to-face, telephonic, and email interactions and correspondence with customers regarding all City of Tshwane services. The role involves analysing, processing, and coordinating information related to service interruptions and customer complaints to ensure high-quality service delivery.

Application Requirements

Grade 12
At least 2 years of relevant experience in customer care and call centre operations
Experience using call centre technological systems
Knowledge of City of Tshwane operations, billing processes, and Batho Pele principles
Computer literacy, especially Microsoft Excel, Word, and Outlook
Knowledge of SAP CIC and CRM (advantageous)
Willingness to work at any regional customer care centre (walk-in or call centre), based on operational needs
Must undergo a criminal record check and be willing to submit fingerprints to the Tshwane Metro Police Department at own cost

Personal Attributes and Competencies

Multilingualism
Excellent verbal and written communication skills
Ability to work under pressure and meet deadlines
Strong organisational and planning skills
Leadership, control, and team coordination abilities
Ability to manage stress and cope in high-pressure environments
Attention to detail
Skills in coaching, mentoring, and handling people issues with tact and diplomacy
Ability to inspire, lead, and positively influence others
Patience and ability to enforce discipline appropriately
Strong business writing and customer care skills
Supervisory ability and emotional intelligence

Primary Functions

Provide customer service to the public via walk-ins, phone, and email
Handle complaints and enquiries, logging and processing them accurately using the appropriate system
Liaise with internal departments and external stakeholders to resolve issues
Contribute to continuous improvement and corrective actions
Maintain internal systems and processes
Keep and manage statistical data for all enquiries and complaints
Provide inputs for monthly statistical reports
Participate in knowledge sharing, development, and implementation of service improvements

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Customer Care Consultant (