OFFICER: CUSTOMER SERVICES (JHB North)

Reference Number
SS-162
Description
Handle all Public Complaints and Queries that come through the Office

Check queries on the customer care mail box and work email box
Log queries into CRM system and obtain a reference number
Acknowledge the receipt of the complaint and provide the reference number
Respond to queries when sufficient information is available, and confer with the relevant Division or Unit
Update the status of the complaint on CRM
Respond to telephone queries
Investigate and respond to public complaints under the direction of the Senior Officer
Negotiate suitable resolutions to complaints and issues
Provide a detailed report of summaries of complaint issues for operational meetings
Identify complaints and other customer feedback trends which indicate where Services SETA can improve
Provide ad hoc reports as requested concerning complaints and other public feedback
Follow up and ensure that appropriate changes were made to resolve public complaints
Keep records of customer interactions, including recording details of inquiries, complaints, or comments, as well as actions taken
Refer unresolved public grievances to designated departments for further investigation
Achievement of Work Plans

Execute work plans and drive the evidence collection in real time
Produce reports against the implementation of work plans
Respond to audit findings with complete evidence, on time
Implement documented data management practices
Comply to policies and procedures in the unit
Record, file, and ensure the availability of information
Requirements
National Senior Certificate or equivalent, at a minimum NQF Level 4
Relevant NQF Level 6 qualification in Communications, Public Relations or related field is required
2-3 years of experience in a customer care environment
NOTES:

Appointment onto the position is conditional upon the signing of a performance agreement with the organisation.
Candidates may be subjected to a Psychometric Assessment whose results will be considered in determining whether to appoint the candidate or not.
Applicants must note that they may be subjected to security, qualifications, criminal, credit and previous employment checks once shortlisted, and that their appointment would be subject to positive outcomes of these checks.
The closing date for all applications is Friday, 19 June 2026.  Applications received after the closing date will not be considered.  
Shortlisted candidates must avail themselves for interviews at a time, date and place determined by the Services SETA.  
The Services SETA is committed to equality, employment equity, and diversity. In accordance with the employment equity plan of the Services SETA and its employment equity goals and targets, preference may be given, but is not limited to, candidates from under-represented designated groups. Candidates with disabilities are encouraged to apply for positions.
For enquiries, please phone Ms Thabisile Shongwe at 011 694 8660 between 08h00 and 16h00 weekdays.  

The Services SETA reserves the right not to make an appointment. If you do not hear from the Services SETA within 60 working days from the closing date, please consider your application unsuccessful. The Services SETA will not be held liable for applications sent in any manner other than that stated in the advert.   

All applications must be submitted on the Services SETA vacancy portal: www.serviceseta.org.za/vacancies. 

NO HAND-DELIVERED, EMAILED, OR POSTED APPLICATIONS WILL BE ACCEPTED.

Work Level
Skilled
Job Type
Permanent
Salary
409,204.99 – 409,205.00
EE Position
No
Location
JHB North