Customer Service Representative

3 days ago

Johannesburg, South Africa Letshalo HR Services Full time

Key Responsibilities include but not limited to the following:

- Planning of portfolio of structural engineering to ensure readiness for implementation of projects/programmes.
- Effective prioritization, investigation and resolution of daily-allocated queries from various stakeholders
- Provide support to Credit Management for effective credit control and increased revenue collection.
- Verify and capture all correct usage and living units to be linked to customer billing accounts.
- Resolve all queries with meters billing on estimations for more than six months.
- Identify and highlight additions and amendments for the Water Services By-Laws to the Team Leader: Customer Support to assist in query resolution.
- Communicate, track, and escalate meter audits referred to the relevant section within the Meter Reading Department.
- Ensure a workflow management system is utilized to monitor and manage all queries relating to the section.
- Track queries from the initiation to final resolution.
- Provide detailed feedback to stakeholders supported by facts and guided by relevant policies, act, and by-laws.
- Identify problem areas timeously and escalate to the Team Leader: Customer Support.
- Build a full property profile per query using historical and current data from various information sources including Deeds, Land Information Systems, Aerial photographic layers, water and sewer pipe layouts, meter installation history, meter reading, meter audit investigations and the billing system.
- Produce full account analysis from the billing system.
- Summarize the entire history of an account for distribution.
- Attend and support all meeting relating to customer query resolution.
- Follow up with various departments to collect information and facts to resolve customer queries.
- Regular face-to-face, telephonic, electronic engagements with internal and external stakeholders.
- Provide initiation, progress and resolution feedback on all matters allocated to the section.
- Prepare accurate statistical based reporting on new, outstanding, and resolved work.
- Audit all work completed by the Operations, Metering and Revenue and all other inputs for resolution of queries.
- Offer support to the client to resolve all water and sewer queries.

Minimum Qualifications, Experience and Knowledge:

- Grade 12 (NQF 4)
- Customer Service/Finance Certificate (NQF 5)
- Must have at least 5 years experience in a municipal revenue environment of which 2 years must be related to billing.
- Must have knowledge in the various management information systems namely: GIS/LIS and SAP ISU.
- Experience using Microsoft Office (Excel, Word).
- Knowledge and Interpretation of the Water Services By-Laws.
- Code B Driver's license

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