Customer Service Specialist

Customer Service Specialist
- Fixed-Term Contract

Details

Closing Date 2026/09/18

Reference Number TIA
260903-2

Job Title Customer Service Specialist
- Fixed-Term Contract

Job Type Classification Contract

Location
- Town / City Pretoria

Location
- Province Gauteng

Location
- Country South Africa

Job Advert Summary

TIA is a talent driven, customer- centric and impact focused organisation. In our endeavour to support technology innovation with socio-economic outcomes, we seek to infuse the organisation with team players that find resonance as value creators, agile thinkers, progressive attitudes, customer-centricity, dynamic work ethic and an optimistic disposition. We aim to harness these attributes in a manner that they culminate into a culture of teamwork, impact and accountability.

The Technology Innovation Agency endeavours to promote the careers of previously disadvantaged persons by applying the principles of the Employment Equity Act, as amended.

The Agency reserves the right not to make an appointment.

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.

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
• 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
• SAGE CRM

Job Knowledge

• Customer Relationship management SOP
• PFMA
• Investment process management
• Financial and non-financial support
• Business process 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.

• 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

• 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.
• 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.

• 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…