Job Description

To ensure that all professional relationships exist between Council and all of the eThekwini residents in relation to services related to water accounts (billing), water, wastewater, stormwater, roads and traffic (engineering fault reporting), via a toll free telephone contact point in an effective and efficient manner.
Key Responsibility Areas
Allocates staff to work, manages, develops and monitors the performance and conduct of staff and undertakes weekly staff appraisals and feedback sessions.
Undertakes water operations handover of repairs and bursts.
Assumes responsibility for cross over programme and seating as well as the Water Control Clipboard.
Ensures that the fault report (water jobs) is monitored on the system and call backs to consumers are undertaken.
Ensures that consumers are called back with updates on the repair time, time of arrival of water tankers, etc.
Attends to escalated phone calls, requests and queries from consumers.
Manages the co-ordination of the Call Flow Management System.
Ensures that correct information is given to the consumer and correct measures are taken instantly with the call taker.
Communicates with the Operations division with regards to urgent jobs and job delays.
Performs a handover to the Supervisor coming on to the next shift.
Competencies
Attention to Detail.
Ethics and Professionalism.
Problem Solving.
Business Processes.
Communication.
Client Orientation and Customer Focus.
Action Orientation.
Resilience.
Change Readiness.
Team Orientation.
Direction Setting.
Coaching & Mentoring.
Essential Requirements
Grade 12 (NQF Level 4) or equivalent and an Administrative certificate.
Valid motor vehicle driving license.
3 years relevant experience.
Computer Literacy.
Preferred Requirements
Diploma (NQF Level 6) in the Administrative field.
4 Years relevant experience.
Housing Subsidy Yes
Leave Yes
Medical Aid Yes
Other Allowances NIL
Pension Fund Yes
Remuneration R 294 659.28 / R 382 469.76 p.a
13th Cheque Yes
Contact Name HUMAN CAPITAL
Contact Telephone 031 311 8779

Skills Required