Customer Services Officer

Job Reference Number: ETH250901-23
Job Number: 73001546
Job Type: Permanent
Job Grade: T11
Department: Bus Services Operations and Management
Branch: Fare Revenue Public Transport
Vacancy Group: Finance
Location: Durban, KwaZulu-Natal, South Africa
Reporting To: Manager (Customer Services)
Closing Date: 19 September 2025
Special Conditions: Call-Out After Hours

Job Purpose

To ensure efficient and effective delivery of holistic customer care and management across all Mobile Kiosks, Fixed Kiosks, and Service Centres. This involves serving all customer segments in the designated area through optimal staffing, sound administration, and provision of defined customer service levels in alignment with Batho Pele principles.

Key Responsibility Areas

Coordinate and control customer care and management strategies and processes at designated service centres.
Supervise the entire service delivery chain in Mobile Kiosks, Fixed Kiosks, Service Centres, and/or Banking Halls.
Manage the implementation of transformation strategies within these customer service environments.
Assist in the preparation and monitoring of capital and operational budgets.
Ensure the efficient and effective execution of functions under the Bus Service Operations and Management Branch.
Maintain effective industrial relations within the team.
Manage and control asset utilisation effectively.
Oversee and coordinate customer service processes and standards.
Actively support and promote workplace safety and accident prevention initiatives.

Essential Competencies

Influencing and Persuasion
Problem Solving
Planning and Organising
Knowledge of Business Processes
Strong Interpersonal Relationships
Effective Communication
Action-Oriented Approach
Readiness for Change
Cognitive and Analytical Thinking
Teamwork and Collaboration
Strategic Direction Setting
Coaching and Mentoring

Minimum Requirements

Diploma (NQF Level 6) in Public Management or a related/equivalent qualification
Valid motor vehicle driver’s license
Minimum 3 years of relevant experience
Computer literacy

Preferred Requirements

4 years of relevant experience

Remuneration and Benefits

Annual Salary: R391,642.44 – R508,372.92
13th Cheque: Yes
Medical Aid: Yes
Pension Fund: Yes
Housing Subsidy: Yes
Other Allowances: Not Applicable
Leave Benefits: Yes

Contact Person: HC Finance
Contact Telephone: 031 311 1631

CLICK HERE TO APPLY

Customer Services Officer