CALL CENTRE AGENT – Department of Correctional Services

The Department of Correctional Services is seeking suitable candidates for the Call Centre Agent position within the Head Office – Marketing and Promotions – Communication – Institutional Development Management and Support division.

Location: Head Office, South Africa

Salary: R237,453 per annum

Reference: HO 2026/11/100

Closing Date: 09/11/2026

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Requirements

• Grade 12 (Matric)
• Post-school Certificate/Diploma in customer service/administration will be an added advantage
• No experience required
• Experience in a Call Centre environment will be an added advantage
• Computer literate

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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

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Key Responsibilities

• 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

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How to Apply

View Vacancy Details on Employer Website