Overview
SENIOR OFFICER: CUSTOMER CARE Jobs in Johannesburg, Gauteng at Services SETA
Case Management
Administer cases on MS D365 applications platform
Respond to or assign cases within SLA timeframes
Investigate and respond to public complaints
Negotiate suitable resolutions to complaints and issues
Extract and prepare detailed report of summaries of complaint issues for operational meetings
Follow up and ensure that appropriate changes were made to resolve public complaints
Maintain records of customer interactions including recording details of inquiries, complaints, or comments, as well as actions taken
Business Process Development and Systems
Microsoft Dynamics 365 Customer Engagement application optimised
Business process maps documented and Standard Operating Procedures (SOPs) are reviewed and quality assured for Customer Engagement responses where applicable
Stakeholder capacitation to support the introduction of new or improved processes and innovative technologies
Customer Engagement performance metrics monitored and analysed
Data Analytics and Information
Use Customer Engagement data dashboards for monthly and ad hoc reporting
Analyse trends from visualisation dashboards to inform and improve Customer Engagement business processes
Achievement of Work Plans
Execute work plans and drive the evidence collection in real time
Produce reports against the implementation of work plans
Implement documented data management practice
Comply to policies and procedures in the unit
Record, file and ensure the availability information
National Senior Certificate or equivalent certificate, at a minimum NQF 4
National Diploma or equivalent qualification (NQF 6) in Pulic Relations or Public Adminstration or Human Resource Management or related field is required
Minimum of 3 years’ relevant experience in customer care and/or services environment, of which 1 year must be supervisory experience
Closing Date for Applications – 23 May 2025
Title: SENIOR OFFICER: CUSTOMER CARE
Company: Services SETA
Location: Johannesburg, Gauteng
Category:
