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Prince Alfreds Hamlet

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Important numbers

Electricity023 316 1854
Water023 316 1854
Fire Brigade023 316 1998
Police023 312 1204
Hospital (Priv.)023 316 1304
Hospital (Prov.)023 312 1116
Ambulance023 342 0478
Witzenberg Municipality023 316 1854
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Prince Alfreds Hamlet
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Op die Berg
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Important numbers

Electricity 023 316 1854
Water 023 316 1854
Fire Brigade 023 316 1998
Police 023 312 1204
Hospital (Priv.) 023 316 1304
Hospital (Prov.) 023 312 1116
Ambulance 023 342 0478
Witzenberg Municipality 023 316 1854

Senior Clerk: Client Services (REF: COR 68)

Closing Date: 22 July 2020
Salary: R 129 121, 08 per annum (Post Level T6 of a Grade 4 Municipality)

Requirements:

  • Grade 12
  • Computer Literate (MS Word Applications).
  • 2 years relevant experience.
  • Ability to give attention to detail.
  • High level of responsibility.
  • Ability to work under pressure.
  • Ability to handle conflict.
  • Must be fit and healthy to carry out the duties of the job.
  • Good eyesight, hearing and speech ability.
  • Required to work shifts of 12-hours per day and night as per shift roster at the Control Room under stressful conditions.
  • Good interpersonal, human relations and communication skills.
  • Fluent in at least 2 of the 3 languages spoken in the Western Cape, Afrikaans, IsiXhosa or English.

Duties:

 

  • Attend to public and consumers through telephonic communication.
  • Answer telephone queries of consumers and log all calls received.
  • Providing prompt assistance to prevent a backlog of calls and queries.
  • Establish the need of the client through questioning to determine the purpose of the call (telephone and walk in clients)
  • Obtain and evaluate all relevant information and decide on the best possible action to escalate the matter at hand, e.g. contacting the correct official/department to resolve the issue.
  • Perform customer verifications to establish and confirm the identity of the complainant.
  • Provide assistance to client and consumers with; escalating reconnection of services (water, electricity); General complaints involving service delivery and emergency services (e.g. Emergency Medical Services) relay.
  • Direct requests and unsolved issues to the designated departments/sections.
  • Communicate information to and coordinate action to follow with internal departments.
  • Revert to the enquirer/complainant and provide details on the outcomes of the complaint.
  • Record details of enquiries and complaints on the electronic system.
  • Conduct enquiries at departments to obtain relevant information.
  • Providing information of a varied nature related to logged callers and to clients upon receiving requests.
  • Emailing specific information on complaints internally to the immediate superior.
  • Register all details regarding complaints on the computer as well as manually and refer it to the immediate superior.
  • Conduct follow up sequences to establish progress made with public enquiries for report back purposes.
  • Maintain the electronic logs for statistical purposes and for inclusion of statistics in official reports.
  • Liaise with other sections and departments where queries and confirmations are required.
  • Interacting with consumers and members of the public regarding the queries and problems experienced with services and accounts.
  • Obtain and pass on information to superior on municipal matters and matters of general interest to the public.
  • Provide feedback to customers where queries cannot be dealt with immediately.
Senior Clerk: Client Services (92.93KB) Last published 20 July 2020