Service Agent Customer Service Area X2(Distribution Division) Rivonia Hub – Eskom Holdings Limited

Minimum Requirements

•Qualification:

• Relevant 3 year Diploma

•Experience:

• 3 Years related minimum experience

• Customer Service experience

Skills and Competencies

• Behavioural: (The key elements required to perform the function and/or to be displayed e.g. integrity, honesty, trustworthiness, professionalism)

• Leadership: (Team player, motivating teams, coaching, mentoring, developing etc.)

• Knowledge: (Define and link the relevant knowledge components in terms of academic, theoretical and understanding of a subject its facts and information relevant to the KPA’s. Indicate the required proficiency level for the role, and what the criteria is to update the competency).

o Organisation Knowledge (Eskom)

o Bilingual /Multi-lingual

o Counselling and conflict handling

• Skills: (Define and link the relevant skill/work experience components in terms of practical and work experience relating to the KPA’s. Indicate the required proficiency level for the role, and what the criteria is to update the competency)

o Planning and organisational skills,

o Customer Service and marketing skills,

o Telephone skills,

o Computer skills,

o Communication and interpersonal skills,

o Stress Management skills

• Attributes: (Clear definition of the means through which the actual job requirement will be measure at or after the interview. In other words what are those key elements that must be demonstrated by the individual in order to assure capability.

• Assessment: (Clear definition of the means through which the actual job requirement will be measured at or after the interview. In other words what are those key elements that must be demonstrated by the individual in order to assure capability)

Key Responsibilities

DIRECTS THE DAILY CUSTOMER SERVICE ACTIVITY OPERATIONS BY:

1.1. Maintaining the house keeping arrangements for the service outlet for transport, equipment, material and the appropriate systems.

1.2. Overseeing arrangements on lock-up, keys, access and other related issues.

2. RESPONSIBLE FOR CUSTOMER DATA BY:

2.1. Being responsible for their customer data accuracy, continuously checking current data and update if necessary, using the provided data update processes

2.2. Capturing all customer contacts on relevant systems and keep customer history updated.

2.3. Being responsible for accurately updates and alignment of all meter and measurement related data in the Billing system.

2.4. Ensuring adherence an performing to data audit requirements.

3. HANDLE GENERIC SERVICE ACTIVITIES BY:

3.1. Providing basic sales information and advising customers on relevant advice such as electricity usage, tariffs etc.

3.2. Providing the customer with relevant information how queries, complaints and claims are being handled within Eskom as well as to manage customer expectation of the duration in which it should be handled.

3.3. Following up and completing back-office OCI, MRC and AC transactions according to service KPI’s, processes and procedures.

3.4. Liaising with the other process partner (i.e. Contact Centre, Revenue Management, WMC, other Customer Service Area partners) to provide Customer Service delivery for their customers for all routine transactions according to service KPI’s.

3.5. Providing customer feedback according to OCI VC principles.

3.6. Responding to and addressing exceptions and rejections according to the OCI, MRC, AC, MAOS, MN processes on own or with process partner support where necessary.

3.7. Receiving, analysing, capturing and requesting the necessary customer documentation and proof of customers’ claims as requested by Risk Management.

3.8. Executing campaigns on request i.e. planned outages due to maintenance or new connections, etc.

4. BUILD A RELATIONSHIP BETWEEN THE CUSTOMER BASE AND ‘”ESKOM” VIA REGULAR PROACTIVE INTERVENTIONS BY:

4.1. Providing a local Eskom presence.

4.2. Maintaining cross functional coordination within Eskom to ensure Customer satisfaction.

4.3. Informing customers of plans to improve Customer rating results.

4.4. Being present at regular relationship building activities:

4.4.1. Minimum of quarterly structured meetings (individual or community). Annual topics to include Price increase, Eskom Annual report, QOS feedback Major Network plans, Focus areas for the year.

4.4.2. Ad hoc meetings as required. Includes major Eskom announcements.

4.4.3. Electricity Safety Communication.

5. CONDUCTS ALL CONVENTIONAL MEASUREMENT AND METER RELATED TASK BY:

5.1. Following up on and clearing the Billing system upload and exception errors.

5.2. Completing activities and tasks according to measurement process and audit requirements.

5.3. Receiving analysing, capturing and solving meter and account related queries.

6. PROCESSES AND CONDUCTS CREDIT REVENUE AND CREADIT MANAGEMENT PROCESSES BY:

6.1. Performing the debt Collection interactions and assessments with customers by applying the overdue live debt Collection procedures.

6.2. Applying the Severance process on defaulting customers.

6.3. Negotiating and implementing pay arrangements and pay plans in line with Delegation of Authority guidelines.

6.4. Ensuring that severance to do’s (e.g. severance events requiring attention as well as severance head’s up) are dealt with in line with the process guide.

6.5. Follow up on unallocated payments and credit balances for specific customers e.g. Telkom, MTN, and Government etc.

7. PERFORM VENDING AND PREPAID ACTIVITIES BY:

7.1. Performing the vending interactions and activities with customers and vendors by applying the Prepaid/Vending process and procedures.

7.2. Following up and completing customer and vendor queries relating to any issues within the prepayment environment.

7.3. Updating data and being responsible for data integrity between the various systems relating to vending.

7.4. Identifying and reporting all vendor irregularities.

7.5. Reporting all vendor queries regarding agreement modifications.

7.6. Ensure FBE data is captured and accurate in the billing system for their customers.

7.7. Being responsible for the activities regarding the promotion of token collection at the vending sites.

8. PROCESSIG QUOTATIONS AND CONNECTIONS ACTIVITIES BY:

8.1. Receiving, analysing, capturing and responding to customer applications.

8.2. Perform the activities relative to Quotations and Connections in accordance to the Acquire Customer Value Chain processes and procedures.

8.3. Monitoring related performance and identifying areas of improvement

If you have not been contacted within 28 days of the closing date of this advertisement, please accept that your application was unsuccessful.