The City of Tshwane is inviting applications for the position of Senior Customer Care Consultant (Outbound) within its Customer Relations Management Department.
This opportunity is available across all regions and is open to both internal and external applicants from all designated groups, including persons with disabilities.
The position is a permanent municipal opportunity within the Virtual Contact Centre section, where the successful candidate will supervise outbound customer care teams and help maintain high standards of customer service.
The ideal candidate should have Grade 12, relevant customer service or contact centre experience, strong communication and organisational skills, and experience working in a multi-site customer care environment. Supervisory experience and relevant qualifications will be advantageous.
The advertised salary ranges from R434 688 to R603 720 per annum, with an estimated remuneration package of R585 211 to R800 357 per annum. The closing date was not specified in the advertisement.
Qualified candidates are encouraged to submit their applications before the closing date.
What is the Senior Customer Care Consultant (Outbound) opportunity?
This role focuses on leading customer care teams that provide outbound support through the City of Tshwane’s Virtual Contact Centre. The successful candidate will oversee daily operations, monitor service quality, and ensure customers receive efficient assistance.
The position forms part of the Customer Relations Management Department, specifically within the Contact Centre Operations Division. It exists to improve customer satisfaction by ensuring consultants perform effectively and customer concerns are handled promptly.
By supervising staff, analysing performance, coaching employees, and resolving escalated matters, the successful candidate contributes to improving service delivery and maintaining high customer care standards across the municipality.
Why could this opportunity be valuable?
This role provides practical leadership experience in a customer service environment while strengthening skills in staff supervision, coaching, performance management, reporting, and problem-solving.
Successful candidates will gain valuable experience using customer relationship management systems, analysing operational data, handling escalated customer enquiries, and working within municipal service delivery structures.
These skills are highly regarded across local government, contact centres, customer experience, public administration, telecommunications, financial services, utilities, and other service-focused industries where customer satisfaction is a priority.
Quick Overview
Item Details Opportunity Senior Customer Care Consultant (Outbound) Company City of Tshwane Location All Regions, South Africa Closing Date Not specified Salary/Stipend R434 688 – R603 720 per annum (Estimated remuneration package: R585 211 – R800 357 per annum) Employment Type Permanent Industry Local Government Target Group Internal and External Applicants (All Categories) Application Method Apply through the City of Tshwane recruitment process
What will successful candidates do?
The successful candidate will oversee outbound customer care consultants and ensure teams consistently deliver quality customer service in line with municipal service standards.
The role combines people management with operational oversight. It involves reviewing performance, coaching staff, preparing reports, resolving complex customer issues, and working with other supervisors to improve overall service delivery.
Main responsibilities include:
- Supervise and guide outbound customer care consultants.
- Monitor team performance and identify improvement opportunities.
- Provide ongoing coaching and performance feedback.
- Analyse operational results and implement corrective actions.
- Prepare daily, weekly, and monthly performance reports.
- Support consultants in meeting customer service standards.
- Handle escalated customer enquiries professionally.
- Refer unresolved matters to the relevant municipal service delivery departments.
Who should apply?
This opportunity is suited to candidates with experience in customer service environments such as walk-in centres, face-to-face service centres, or virtual contact centres. Applicants should be comfortable supervising teams, resolving customer issues, and maintaining service quality.
Suitable candidates should possess Grade 12, have at least two years of relevant experience, demonstrate strong communication, planning, organisational, and problem-solving skills, and be computer literate. Knowledge of SAP CIC, SAP CRM, Sinch, or similar telephony systems will be advantageous. Supervisory experience and a relevant career-related qualification will also strengthen an application.
Requirements
Applicants must meet the following requirements:
- Grade 12.
- An appropriate career-related qualification will be an added advantage.
- At least two years’ relevant working experience in a walk-in centre, face-to-face or call centre (virtual contact centre) in a multi-site environment.
- Supervisory experience will be an added advantage.
- Computer literacy.
- Knowledge of SAP CIC, SAP CRM and Sinch or any telephony system will be an added advantage.
- Must undergo a criminal record check.
- Must allow fingerprints to be taken by the Tshwane Metro Police Department at the applicant’s own cost.
- Must be willing to work at any regional customer care centre (walk-in centres or call centres) depending on operational requirements.
Salary or Stipend
The City of Tshwane offers a salary ranging from R434 688 to R603 720 per annum.
The estimated total remuneration package ranges from R585 211 to R800 357 per annum.
No additional employee benefits were listed in the advert.
Important Working Conditions
Successful candidates must be willing to work at any of the City’s regional customer care centres, including walk-in centres and call centres, depending on operational requirements.
Applicants must also successfully complete a criminal record check and provide fingerprints through the Tshwane Metro Police Department at their own cost.
Insider Tip
Insider Tip: Emphasise examples on your CV where you supervised staff, coached team members, resolved difficult customer complaints, improved service performance, or worked with customer relationship management systems. During interviews, be prepared to explain how you monitor performance and motivate teams to achieve service targets.
How to Apply
Applications should be submitted through the City of Tshwane recruitment process before the advertised closing date.
The advertisement does not specify a closing date, so interested applicants should apply as soon as possible.
Before submitting your application, ensure that all information provided is complete and accurate. No specific supporting documents were listed in the advertisement.
Final Thoughts
This opportunity is suitable for experienced customer service professionals who are ready to move into or continue in a supervisory role within local government.
The position offers valuable leadership experience, exposure to municipal customer relations, and the opportunity to strengthen skills that are transferable across many service industries.
As the advertisement does not state a closing date, interested applicants are encouraged to submit their applications without delay.
Applicants who meet the requirements should submit their application before the closing date.