About the Role
The Department of Health is excited to announce the recruitment for the position of Call Centre Agent based at the National Head Office in Pretoria. This role is essential for ensuring that citizens receive prompt and professional assistance with their inquiries. As a Call Centre Agent, you will be the first point of contact for individuals seeking information and support from the department, making a significant impact on public service delivery. Your contribution will not only enhance the overall service experience but also help uphold the values of empathy and support that are fundamental to the Department of Health’s mission.
This role is particularly important in Pretoria, where the National Head Office serves as a hub for health-related communication across South Africa. By addressing inquiries with care and efficiency, you will help to create a more informed and engaged community, ultimately supporting the health and well-being of citizens throughout the country.
About the Department
The Department of Health plays a vital role in promoting and protecting the health of South Africans. It is committed to providing accessible healthcare services and ensuring that all citizens have the necessary resources to lead healthy lives. Working within this department means being part of a larger mission that seeks to improve health outcomes and foster a healthier nation. Each team member contributes to a culture of care, compassion, and community service.
What You’ll Do
- Respond to inquiries from the public through various communication channels, ensuring professional and courteous service.
- Resolve issues at the first point of contact whenever possible to enhance customer satisfaction.
- Accurately capture all inquiries in the Customer Relations Management (CRM) system for effective tracking and reporting.
- Escalate complex matters to the appropriate branches with clear documentation for further assistance.
- Maintain meticulous records to support audit requirements and reporting processes.
- Safeguard sensitive information and personal data in compliance with relevant regulations.
- Collaborate with team members to manage assets and support departmental operations.
What You’ll Need
- A minimum of Grade 12 (Matric) is required.
- A post-school certificate or diploma in customer service or administration is an advantage.
- No previous experience is necessary; however, experience in a call centre environment will be beneficial.
- Proficiency in computer applications, including CRM systems and MS Office (Outlook, Excel, Word).
- Knowledge of call handling platforms, ticketing workflows, and information security basics.
- Strong customer-centric communication skills, with the ability to actively listen and empathize.
- Excellent problem-solving abilities and sound judgment in handling inquiries.
- Attention to detail, resilience, and effective time management.
- A collaborative mindset, demonstrating accountability and teamwork.
How to Apply
Applications can be submitted by hand delivery during office hours to 20 Steve Biko Street, Agriculture Place, Arcadia, Pretoria, 0002 or by email to the specified address below.
Requirements
Grade 12 (Matric).Post-school Certificate/Diploma in customer service/administration will an added advantage.
No Experience required.
Experience in a Call Centre environment will be an added advantage.
Computer literate.
Competencies And Attributes: Proficient with CRM (e.
g.
, MS Dynamics, Salesforce, or prescribed system), MS Office (Outlook, Excel, Word).
Knowledge of call handling platforms (ACD/IVR/softphone), ticketing workflows, and knowledge base use.
Understanding of POPIA and information security basics.
Reporting procedures.
Administration procedures relating to the specific work environment including norms and standards.
Customer- centric, empathetic communication, active listening.
Problem-solving and sound judgment.
Attention to detail and accuracy.
Resilience, stress tolerance, and time management.
Team collaboration and accountability.
Written communication for Notes, memos, letters and reports.
Job Duties
Handle enquiries and client service to deliver professional, courteous and accurate responses through all channels.Resolve enquiries at first point of contact wherever possible.
Capture all enquiries comprehensively and accurately on the prescribed Customer Relations Management (CRM)system.
Escalate complex matters promptly to relevant branches/units with clear documentation.
Maintain accurate records and support reporting and audit requirements.
Safeguard personal information and sensitive data.
Management of assets.
