Client Services Agent WCLA 11/2026
Western Cape Liquor Authority · Bellville, Western Cape
Posted 30 October 2026
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Client Services Standard
- Act as first-line support for stakeholders via all WCLA communication platforms.
- Acknowledge and respond to all client queries within service timeframes.
- Provide accurate and clear information to clients on processes and requirements.
- Assist with client education and awareness initiatives.
Application Lodgment and Data Accuracy
- Assist clients with lodgment of applications and verification of documents.
- Capture applications and client information accurately on WCLA systems.
- Update records and track progress of lodged applications.
eLicence System Support
- Provide first-line support to clients on the use of the eLicence system (registrations, logins, submissions, payments, status tracking).
- Log and escalate system-related issues (technical errors, downtime, user access problems) to the ICT/technical support team.
- Guide clients step-by-step in navigating the eLicence portal and submitting applications or renewals.
- Monitor and track queries specific to the eLicence system to ensure timely resolution.
- Assist in testing new functionalities, updates, or enhancements on the eLicence platform.
- Provide feedback on recurring client challenges to improve the system and client user experience.
Query and Complaint Management
- Provide first-line support via telephone, email, online, and walk-in channels.
- Log, prioritise, and resolve client queries in line with service standards.
- Direct complaints to relevant components and follow up until closure.
- Maintain accurate records of all queries and complaints.
Administration, Process Improvement and Reporting
- Conduct administrative duties related to client services activities and application processes.
- Provide timeous information to supervisor for reporting purposes.
- Support the development and refinement of client services processes and SOPs.
- Identify and recommend improvements to workflows.
- Assist with training as and when required.
- Share knowledge and best practices within the unit.
Knowledge
- Working knowledge of relevant Public Sector legislation, e.g. PFMA, National and Provincial Treasury Regulations, Administrative Law.
- Working knowledge of relevant industry legislation and regulations, e.g. National Liquor Act, Provincial Liquor Act, POPI, PAJA, PAIA.
- Working knowledge and understanding of data analysis and presentation
- Working knowledge of end-to-end system processes
- Computer literate
Skills
- Strong analytical and systematic problem-solving skills.
- Exceptional interpersonal, communication, writing, reporting and presentation skills.
- Ability to function independently and within a team.
- Ability to prioritize and adapt, managing multiple tasks and tight deadlines.
- Computer literacy plus advanced proficiency in MS Office (Word, Excel, Powerpoint)
Requirements
- Relevant NQF 6 qualification – Administration or related
- Minimum 2 years' experience within client services, support, front-office or data processing
- Working knowledge and experience with a Document Management System
- Computer literate with touch-typing skills
Experience and competencies which will be advantageous
- Relevant NQF 7 qualification in Administration or related
- Working knowledge and experience in a regulatory or public sector environment
- Working knowledge and experience data analysis and presentation
- Understanding of working knowledge of relevant industry legislation and regulations
- Computer literacy plus advanced proficiency in MS Office