Customer Service Specialist - Fixed-Term Contract

Technology Innovation Agency; Pretoria; On-site; ZAR 360,000 - 480,000; Part time

Job summary

Technology Innovation Agency in Pretoria is seeking a Customer Service Specialist on a fixed-term contract to oversee daily operations of the customer service center, ensuring efficient, professional support and alignment with performance goals.

The role requires a National Diploma in Business Administration or related field, plus 5+ years in call centre or customer relations management, with leadership and data analysis skills.

Qualifications

• National Diploma in Business Administration, Customer Service or equivalent.
• Preferably a Bachelor’s degree in business administration, Customer Service or equivalent.

Responsibilities

• 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.

Skills

Leadership

Customer relationship

Performance management

Data analysis

Process improvement

Workforce planning

Coaching and mentoring

Decision-making

Time management

Education

National Diploma (Business Administration / Customer Service)

Bachelor’s degree in Business Administration / Customer Service

Tools

SAGE CRM

Project Management

Advanced computer literacy

Job description

Customer Service Specialist - Fixed-Term Contract

Details

Closing Date 2026/09/18

Reference Number TIA260903-2

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

Duties and Responsibilities

FINANCIAL PERSPECTIVE

Financial 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.

STAKEHOLDER PERSPECTIVE

Stakeholder Management

• 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

INTERNAL PROCESSES

Management of the Customer Service 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.

Governance and compliance

• 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 audit trail and risk mitigations employed for all cases logged.
• Manage the customer relationship management SOP and compliance.

Improved processes

• Analyse performance reports and identify opportunities for improvement.
• Collaborate with other BU’s to address customer concerns to improve customer experience.
• Continuous improvement of the SOP for effectiveness, flexibility and responsiveness to customers.

LEARNING AND GROWTH

Performance Management

• KPA’s are understood and achieved as agreed upon in the Performance agreement.
• Review performance against agreed performance standards.
• Live the values and culture of TIA.

Competency development

• Identify and implement development opportunities to ensure continuous improvement of work effectiveness and efficiency.

The Technology Innovation Agency (TIA) web pages are frequently updated and improved. New content will be added as it is available. Although we will attempt to keep information in the TIA web site accurate, the accuracy of the information provided cannot be guaranteed. The logos of TIA are copyrighted and may not be used in web pages, electronic, or written publications without the express permission of TIA.

Data privacy

In terms of the requirements set in the Protection of Personal Information Act, 2013 (Act No. 4 of 2013) (POPIA) everyone has the right to privacy, including the right to the lawful collection, retention, dissemination and use of one’s personal information. To give effect to this right, TIA is under a duty to provide you with various details in respect of the processing of your personal information, before such information is processed, which details are set out in TIA’s Section 18 detailed informed consent document. By providing TIA with your personal details, you consent to TIA processing your Personal Information, which TIA undertakes will be done in accordance with the said notice.