Eskom is Hirng for a Customer Service position

Job Title: Service Agent Customer Service
Company: Eskom
Location: Taung, North West, South Africa
Vacancy Type: Internal
Task Grade: T10
Department: Retail Operations
Business Unit: Gemma Cluster
Reference Number: BS50432211EM
Closing Date: 2/24/2025 (February 24, 2025)

Job Summary:

The Service Agent Customer Service role is responsible for delivering efficient and effective customer service across various specialist areas within a defined geographical region (Taung). The primary focus is on providing a positive customer experience, handling inquiries, resolving issues, and managing customer interactions related to Eskom’s services.

Minimum Requirements:

• Education:
  • National Diploma or National N Diploma at NQF6 level with 240 credits in one of the following fields:
    • Business Management
    • Communication
    • Marketing
    • Commerce
    • Engineering
    • Social Science
    • Accounting
    • Finance
• Experience:
  • Minimum of 2 years of relevant experience in customer service or customer relations.

Skills and Competencies:

• Behavioral Competencies:
  • Integrity
  • Honesty
  • Trustworthiness
  • Professionalism
• Leadership Competencies:
  • Team player
  • Motivating teams (Implies potential for leading/guiding others)
  • Coaching
  • Mentoring
  • Developing (Suggests a focus on helping team members grow)
• Knowledge:
  • Service delivery training (Understanding customer service best practices)
  • Snippet Processing Unit (SPU) and prepayment customer tariffs (Knowledge of Eskom’s systems and pricing)
  • Organization processes (Understanding Eskom’s internal procedures)
  • Customer relationship management (CRM)
  • Low voltage maintenance and fault repair (Basic knowledge of electrical systems)
  • Operating regulations for high and low voltage systems (Understanding safety and regulatory requirements)
  • Metering and billing (Knowledge of electricity usage and invoicing)
  • Credit management directive, policy (Understanding credit management processes)
• Skills:
  • Computer literate (Proficient in using computers and relevant software)
  • Effective time management
  • Interpersonal skills (Ability to interact positively with others)
  • Relationship building (Ability to establish and maintain relationships)
  • Functional and technical skills (Understanding of job-specific tasks)
  • Problem solving and analytical skills
  • Negotiation skills
  • Communication skills (Both written and verbal)
  • Telephone skills
  • Stress management
  • Report compilation (Ability to create clear and concise reports)
  • Bilingual or multilingual (Ability to communicate in multiple languages)
  • Counselling and conflict handling (Ability to de-escalate situations and offer support)

Key Responsibilities (Key Performance Areas):

These outline the main duties the Service Agent Customer Service is expected to perform:

1. Handle generic service activities: This encompasses a broad range of customer interactions, such as answering inquiries, providing information, and addressing general customer concerns.
2. Provide customer data: This involves accessing, updating, and managing customer information within Eskom’s systems.
3. Process quotation and connection activities: This likely involves providing quotes for services, handling applications for new connections, and managing the associated paperwork.
4. Perform vending and prepaid activities: This refers to the processing of prepaid electricity transactions and assisting customers with related issues.
5. Build relationships between Eskom and customers: This emphasizes the importance of fostering positive customer relationships and representing Eskom in a professional and helpful manner.