Customer Service Specialist - Fixed-Term Contract
Technology Innovation Agency · Pretoria, Gauteng
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Start free — we apply for you →Job Purpose
- Oversees the daily operations of a customer service center, ensuring customers receive efficient, professional, and high-quality support while meeting organisational performance goals.
Duration of Contract: Six 6 months.
Minimum Requirements Qualifications
- A National Diploma in Business Administration, Customer Service or equivalent.
- Preferably a Bachelor's degree in business administration, Customer Service or equivalent.
Work Experience
- A minimum of 5 years' working experience within Call Centre Management/ Business Administration and Customer Relations Management
- Preferably 5-10 years' working experience within Call Centre Management/Business Administration and Customer Relations Management.
Soft Skills
- Leadership and people management
- Customer relationship Management
- Conflict resolution
- Performance management
- Data analysis and reporting
- Process improvement
- Workforce planning
- Coaching and mentoring
- Decision-making
- Time management
Technical Skills
- Project Management Skills
- Advanced computer literacy skills
- Analytical and interpretation skills
- Financial Management Skills
- SAGE CRM
Job Knowledge
- Customer Relationship management SOP
- PFMA
- Investment process management
- Financial and non-financial support
- Business process management
Duties and Responsibilities FINANCIAL PERSPECTIVE
Financial Management
- Provide input and assistance in the preparation of the budgets and forecasts for the unit.
- Provide input in compiling the Monthly report on the budget spent for the unit.
STAKEHOLDER PERSPECTIVE
Stakeholder Management
- Manage the day-to-day operations of the customer service center.
- Provide proactive case resolution and first line support including responses to all logged cases before escalation to business.
- Troubleshoot all cases according to case type and severity for solution to be provided before escalation.
- Supervise, train, and develop customer service representatives and team leaders.
- Monitor service levels, productivity, quality standards, and customer satisfaction metrics.
- Provide management reports based on the operations of the centre
INTERNAL PROCESSES
Management of the Customer Service Centre
- Manage the day-to-day operations of the customer service center.
- Provide proactive case resolution and first line support including responses to all logged cases before escalation to business.
- Troubleshoot all cases according to case type and severity for solution to be provided before escalation.
- Supervise, train, and develop customer service representatives and team leaders.
- Monitor service levels, productivity, quality standards, and customer satisfaction metrics.
Governance and compliance
- Comply with all TIA's policies, frameworks, guidelines, and systems performance management, HR, finance, Stakeholder information, CRM, fund management, reporting etc.
- Adherence to all relevant policies and frameworks.
- Provide audit trail and risk mitigations employed for all cases logged.
- Manage the customer relationship management SOP and compliance.
Improved processes
- Analyse performance reports and identify opportunities for improvement.
- Collaborate with other BU's to address customer concerns to improve customer experience.
- Continuous improvement of the SOP for effectiveness, flexibility and responsiveness to customers.
LEARNING AND GROWTH
Performance Management
- KPA's are understood and achieved as agreed upon in the Performance agreement.
- Review performance against agreed performance standards.
- Live the values and culture of TIA.
Competency development
- Identify and implement development opportunities to ensure continuous improvement of work effectiveness and efficiency.
Deadline:18th September,2026