Call Centre Agent

About the role

The Department of Correctional Services is hiring 3 Call Centre Agent posts in Marketing and Promotions, based in National Head Office. This is a permanent post, paying R237,453 a year. How to apply: should be submitted online at https://careers.dcs.gov.za/. Emailed, post or hand delivered applications will not be considered. Reference number to quote: HO 2026/11/102 Closing date: 09 November 2026 @ 15H45. Use the new Z83 form and attach a detailed CV. Note: Appointment under the Public Service Act.

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.

Requirements

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