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City of Tshwane Senior Customer Care Consultant (Outbound) Vacancy 2026| Apply Now

Apply for the City of Tshwane Senior Customer Care Consultant (Outbound) Vacancy 2026. Grade 12 and 2 years’ call centre experience required.

City of Tshwane Senior Customer Care Consultant (Outbound) Vacancy 2026

The City of Tshwane is recruiting a Senior Customer Care Consultant (Outbound) to join the Customer Relations Management Department. This permanent position offers an excellent opportunity for experienced customer service professionals to supervise outbound contact centre teams and help deliver exceptional service to residents across Tshwane.

Senior Customer Care Consultant Job Overview

  • Employer: City of Tshwane
  • Department: Customer Relations Management
  • Division: Contact Centre Operations
  • Section: Virtual Contact Centre
  • Position: Senior Customer Care Consultant (Outbound)
  • Reference Number: CRMD045-2026
  • SAP Number: S70101377
  • Location: All Regions, Tshwane
  • Job Level: T11
  • Job Type: Permanent

Salary

The successful candidate will receive:

  • Salary Scale: R434 688 – R603 720 per annum
  • Estimated Remuneration Package: R585 211 – R800 357 per annum

Purpose of the Position

The successful candidate will supervise outbound customer care consultants, monitor service quality, coach staff, resolve escalated customer enquiries, and ensure service delivery standards are consistently achieved within the Virtual Contact Centre.

Key Responsibilities

The successful candidate will:

  • Supervise the daily performance of customer care consultants.
  • Monitor staff productivity and service quality.
  • Provide ongoing coaching and support to team members.
  • Analyse performance data and implement corrective actions.
  • Prepare daily, weekly, and monthly performance reports.
  • Work closely with other supervisors to improve customer satisfaction.
  • Attend to escalated customer complaints and enquiries.
  • Escalate unresolved service requests to relevant service delivery departments.
  • Ensure compliance with service level agreements (SLAs).
  • Promote continuous improvement within the contact centre.

Minimum Requirements

Applicants must have:

  • Grade 12 (Matric).
  • At least 2 years’ relevant experience in:
    • A call centre or virtual contact centre,
    • A walk-in customer service centre, or
    • A face-to-face customer service environment operating across multiple sites.
  • Computer literacy.
  • Willingness to work at any regional customer care centre as operationally required.
  • Ability to undergo a criminal record check and fingerprint verification at the applicant’s own cost.

Advantageous Qualifications

The following will be an added advantage:

  • A relevant career-related qualification.
  • Supervisory experience.
  • Knowledge of:
    • SAP Customer Interaction Centre (SAP CIC)
    • SAP Customer Relationship Management (SAP CRM)
    • Sinch or similar telephony systems

Required Skills and Competencies

Successful applicants should demonstrate:

  • Strong written communication skills.
  • Excellent attention to detail.
  • Organisational awareness.
  • Planning and organisational skills.
  • Problem-solving and decision-making abilities.
  • Leadership and coaching skills.
  • Customer service orientation.
  • Report writing skills.
  • Ability to work under pressure.
  • Teamwork and interpersonal skills.

Employment Equity

The City of Tshwane welcomes applications from all suitably qualified candidates, including:

  • African Females
  • African Males
  • Coloured Females
  • Coloured Males
  • Indian Females
  • Indian Males
  • White Females
  • White Males
  • Persons with Disabilities
  • All qualifying applicants

Appointments will be made in accordance with the City’s Employment Equity objectives.

Why Join the City of Tshwane?

Employees enjoy:

  • Competitive salary and benefits.
  • Career growth opportunities.
  • Stable local government employment.
  • Professional working environment.
  • Opportunity to contribute to quality municipal service delivery.

How to Apply for Senior Customer Care Consultant

Interested candidates should submit their applications through the official City of Tshwane Careers Portal before the closing date specified on the portal.

Ensure that all required supporting documents are submitted with your application.

Enquiries

For more information, contact:

  • T. Mosehla: (012) 358 1561
  • R. Smith: (012) 358 1303
  • T. Manamela: (012) 358 5238

Apply today for the City of Tshwane Senior Customer Care Consultant (Outbound) Vacancy 2026 and become part of a team dedicated to delivering high-quality customer service across the City of Tshwane.

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