Eskom, South Africa’s leading electricity provider, is offering an exciting job opportunity for professionals seeking a career in customer service. The company has re-advertised the Service Agent Contact Centre X4 position in Polokwane, Limpopo, under the Retail Operations department within the Limlanga Cluster. This role requires skilled individuals to provide professional customer service using established processes to ensure customer satisfaction.
The Service Agent Contact Centre position is an internal vacancy, classified under Task Grade T10, and provides an opportunity for experienced candidates to contribute to Eskom’s commitment to service excellence.
Minimum Requirements
To qualify for this position, candidates must meet the following educational and experience requirements:
Educational Qualifications
Applicants must have a National Diploma or National N Diploma in one of the following fields:
- Business Finance
- Marketing
- Commerce
- Social Sciences
- Business Management
The qualification must be at NQF Level 6 with a minimum of 240 credits.
Experience Requirements
Candidates must have at least two years of experience working with customers in customer relations, demonstrating their ability to handle customer interactions professionally and effectively.
Skills and Competencies
The ideal candidate for this position should possess a combination of behavioral, leadership, knowledge, and technical skills to effectively execute the role.
Behavioral Competencies
- Integrity
- Honesty
- Trustworthiness
- Professionalism
Leadership Competencies
- Team player
- Ability to motivate teams
- Coaching and mentoring skills
- Development of colleagues
Knowledge Requirements
- Understanding of Eskom’s business operations
- Familiarity with Standard Power Unit (SPU) and prepayment customer tariffs
- Service delivery training
- Ability to compile comprehensive reports
Technical and Functional Skills
- Computer literacy (working with Eskom systems)
- Time management to meet deadlines
- Interpersonal and relationship-building skills
- Problem-solving and analytical thinking
- Negotiation skills to handle customer concerns
- Strong communication and telephone handling abilities
- Stress management skills to perform under pressure
Key Responsibilities
The Service Agent Contact Centre role requires the successful candidate to handle multiple customer service-related tasks. The primary responsibilities include:
- Handling inbound interactions – Answering customer queries and providing accurate information.
- Managing back-office activities – Ensuring administrative tasks related to customer service are completed efficiently.
- Handling multi-media and outbound activities – Engaging with customers through various communication channels.
- Providing and improving general customer services – Striving for customer satisfaction by improving service processes.
- Supporting marketing, sales, and customer service processes – Collaborating with other departments to enhance service delivery.
- Performing vending, prepaid, and EasyPay activities – Managing prepaid transactions and related services.
Application Process
Interested candidates are encouraged to apply online before the closing date on 26 February 2025. For assistance with this advert, applicants can email recruitmentdx@eskom.co.za.
Candidates should note that if they are not contacted within 28 days after the closing date, they should consider their application unsuccessful.
Employment Equity and Workplace Policies
Eskom is committed to employment equity and diversity. In line with its Employment Equity Plan, preference may be given to candidates from underrepresented designated groups. However, all qualified candidates are encouraged to apply.
Additionally, Eskom supports a smoke-free working environment, ensuring a healthier workspace for employees and visitors.
Why Join Eskom?
This position offers a great opportunity for individuals looking to build their careers within a well-established organization. Eskom provides a stable and dynamic work environment, focusing on customer service excellence and professional development.
If you have the necessary qualifications, experience, and skills, this could be the perfect opportunity to grow your career with Eskom!
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