Customer Relations Agent – Short-Term Contract Position | City of Johannesburg
Department: Group Finance
Branch: Customer Services Centre
Position Title: Customer Relations Agent
Contract Type: Short-Term Contract (Not exceeding 12 months)
Salary: R28,315.59 per month (basic salary, excluding benefits)
Location: Various Regions, City of Johannesburg
The City of Johannesburg invites suitably qualified candidates to apply for the position of Customer Relations Agent within the Group Finance Department, Customer Services Centre. This is a short-term contract opportunity designed for individuals with strong customer service experience, excellent communication skills, and a passion for serving the public within a municipal environment.
This role is ideal for professionals who thrive in fast-paced service centres, enjoy problem-solving, and are committed to delivering efficient, high-quality service to citizens while supporting municipal revenue services.
About the City of Johannesburg
The City of Johannesburg is one of South Africa’s largest metropolitan municipalities, committed to providing reliable public services while promoting good governance, transparency, and customer satisfaction. Through its Customer Services Centres, the City ensures that residents receive timely assistance with municipal accounts, billing queries, and service requests.
The municipality follows the principles of Batho Pele, placing people first in service delivery and promoting professionalism, accountability, and continuous improvement.
Purpose of the Role
The primary function of the Customer Relations Agent is to deliver efficient, professional, and accurate customer service within a One-Stop Customer Service environment. The successful candidate will handle citizen queries, process applications, manage customer accounts, and ensure high levels of service excellence while supporting revenue collection and customer satisfaction.
The role focuses on resolving most customer concerns on first contact, maintaining accurate records, and collaborating with internal departments to ensure effective service delivery.
Key Performance Areas and Responsibilities
The successful candidate will be responsible for:
- Maintaining high levels of account integrity and ensuring customer requests are handled promptly and professionally
- Delivering outstanding customer service by accurately capturing and logging all queries on SAP CRM according to set standards
- Processing applications, quotations, and service-related requests efficiently
- Improving overall customer experience and satisfaction
- Assisting arrear debtors by explaining payment arrangement processes clearly
- Collaborating with RSSC sub-units and internal departments to ensure smooth information flow and service delivery
- Maintaining accurate and organised records of all sourced documentation
- Building strong working relationships with internal stakeholders and service units
- Implementing good governance practices and effective risk management systems
- Safeguarding municipal assets within the work environment
- Preparing operational and performance reports that support unit objectives
Minimum Requirements
Applicants must meet the following criteria:
- Grade 12 (Matric) certificate
- Relevant National Diploma at NQF Level 6
- Between 1 and 3 years of experience in a customer service or service centre environment
Leading Competencies
Ideal candidates should demonstrate:
- Excellent verbal and telephone communication skills
- Strong active listening ability
- Proficiency in Microsoft Office and related IT systems
- Ability to work effectively in a fast-paced service environment
- Good numerical and problem-solving skills
- Strong relationship-building and teamwork abilities
- Basic understanding of municipal revenue services and procedures
- Analytical thinking and decision-making capability
Core Competencies
Candidates should also possess:
- Knowledge of customer service operations, debt collection, or credit management
- Basic accounting knowledge (advantageous)
- Understanding of customer satisfaction principles
- Strong attention to detail
- Respect for confidentiality
- Conflict resolution skills
- Commitment to Batho Pele Principles
- Ability to make sound decisions under pressure
Employment Equity
The City of Johannesburg is an equal opportunity employer and applies the principles of employment equity in line with national legislation. Preference will be given to candidates from designated groups, including persons with disabilities, in accordance with the City’s Employment Equity Plan.
Application Requirements
All applicants must:
- Complete the online job application form
- Attach certified copies of qualifications, certificates, ID, and an updated CV
- Be prepared to present original documents during the selection process
- Provide a brief description of relevant work experience
- Include professional body membership details (if applicable)
- Internal applicants must provide their employee number
- Use Google Chrome when submitting applications
Important Notice
Submitting an application does not guarantee employment. The City of Johannesburg reserves the right not to make an appointment and will not be held liable for any issues arising from use of the recruitment portal.
By applying, candidates consent to the use of their personal information for recruitment and selection purposes in accordance with applicable policies.
Applicants are respectfully informed that, if no notification of appointment/response is received within six (6) weeks of the closing date, they must accept that their application was unsuccessful. By submitting your application for a position at the City of Johannesburg, you are consenting that the personal information submitted as part of your application may be used for the purposes of the Recruitment and Selection and related process. In terms of the Talent Acquisition Policy of the City of Johannesburg, you hereby consent to the following risk checks should your application be shortlisted:
- Credit Record,
- CV validation and
- Employment record verification,
- Criminal check, and
- Identity validation.
Final Note
This short-term contract role offers valuable experience within municipal customer services while contributing to improved service delivery and community satisfaction. If you have strong customer service skills, enjoy public engagement, and meet the minimum requirements, this is an excellent opportunity to work within one of South Africa’s leading metropolitan municipalities.
Apply as soon as possible to be considered for this exciting opportunity with the City of Johannesburg.