CALL CENTRE AGENT (X3 POSTS)

This vacancy is for three Call Centre Agent positions within the Marketing and Promotions Directorate at the National Head Office of the Department of Correctional Services. The role is a customer-facing entry-level position within the public service, focused on being the first point of contact for enquiries from the public and stakeholders. Agents will be responsible for delivering professional, courteous and accurate responses through multiple communication channels, ensuring that callers and correspondents receive timely and helpful assistance. The position is a Public Service Act appointment and offers an opportunity for individuals who have recently completed matric to begin a career in public service administration and customer relations.

Candidates must have a Grade 12 certificate. While no prior work experience is required, a post-school certificate or diploma in customer service or administration, or experience in a call centre environment, will be considered an added advantage. The role demands solid computer literacy, including proficiency with customer relationship management systems such as MS Dynamics, Salesforce or the department’s prescribed system, as well as MS Office applications like Outlook, Excel and Word. Knowledge of call handling platforms such as ACD, IVR or softphone systems, ticketing workflows and knowledge base usage is also required. A working understanding of POPIA and information security basics is essential, as is familiarity with reporting procedures and the administrative norms and standards of the specific work environment.

The main duties include handling enquiries and delivering client service across all channels, resolving enquiries at first point of contact wherever possible, and capturing every enquiry comprehensively and accurately on the prescribed CRM system. Complex matters must be escalated promptly to the relevant branches or units, with clear documentation to support follow-up. Agents are also responsible for maintaining accurate records to support reporting and audit requirements, safeguarding personal information and sensitive data, and managing assets assigned to them. The role requires a customer-centric and empathetic communication style, active listening, problem-solving and sound judgment, attention to detail and accuracy, resilience and stress tolerance, effective time management, team collaboration and accountability, and strong written communication for notes, memos, letters and reports.

These positions are based at the National Head Office and are advertised as three posts. Appointment will be made under the Public Service Act, and the successful candidates will be expected to uphold the values of the department. This is an excellent opportunity for entry-level job seekers who are customer-focused and eager to develop their skills in a structured government environment. The closing date and application instructions are provided alongside this summary, and interested applicants should ensure they meet all requirements before applying.