Eskom Customer Service Call Center Agent

Eskom Holdings SOC Ltd, South Africas leading electricity provider, is seeking motivated and customer-focused individuals to join our Customer Service Call Center team. As a Customer Service Call Center Agent, you will be the first point of contact for our customers, providing timely, accurate, and empathetic support. You will handle customer inquiries, resolve issues, and ensure a positive customer experience while representing Eskoms commitment to excellence and reliability.

• Respond to incoming customer calls, emails, and online inquiries promptly and professionally.
• Provide accurate information on billing, outages, and service-related queries.
• Resolve customer complaints efficiently while maintaining Eskoms high standards of service.
• Document customer interactions in the company database and update customer records accurately.
• Collaborate with other departments to resolve complex issues and ensure seamless service delivery.
• Assist in educating customers on energy-saving tips, payment options, and self-service tools.
• Achieve and maintain individual and team performance targets, including call handling time, resolution rates, and customer satisfaction.

• Matric/High School Diploma or equivalent; further studies in Business Administration, Customer Service, or related fields is an advantage.
• Excellent verbal and written communication skills in English; proficiency in additional South African languages is a plus.
• Strong problem-solving and analytical skills.
• Ability to handle stressful situations with patience and professionalism.
• Proficient in MS Office (Word, Excel, Outlook) and call center software systems.
• Customer-centric mindset with a strong attention to detail.

• 1-2 years of experience in a call center or customer service environment preferred.
• Previous experience in utility services or energy sector is advantageous but not mandatory.

• Full-time, Monday to Friday (some shifts may include weekends or public holidays depending on operational needs).
• Standard call center shift rotations may apply, including morning, afternoon, and evening shifts.

• Strong interpersonal and relationship-building skills.
• Ability to multitask efficiently and manage high-volume calls.
• Critical thinking and conflict resolution capabilities.
• Empathy and patience to handle diverse customer needs and complaints.
• Understanding of basic electricity services, billing, and outage management processes.

• Competitive salary and performance-based incentives.
• Comprehensive medical aid and retirement plan options.
• Paid leave, including annual, sick, and public holidays.
• Ongoing professional development and training programs.
• Opportunity to work with South Africas leading energy provider in a dynamic, supportive environment.