Service Agent – Contact Centre (Permanent Position)
Listing Reference: eskom_002257
Listing Status: Online
Closing Date: 6 January 2026
Industry: Electricity, Energy & Water Supply
Job Category: Office Management / Customer Service
Location: Westville
Employment Type: Permanent
Remuneration: Market Related
Position Overview
Eskom Distribution Division is seeking to appoint six (6) Service Agents – Contact Centre (Task Grade T10) within the Customer Services Department, Central East Cluster, based in Westville. This role is suited to customer-focused individuals who are committed to delivering professional, efficient, and reliable service to customers using established systems, processes, and service standards.
The successful candidates will play a key role in ensuring positive customer experiences through effective handling of inbound and outbound interactions, back-office support, and multi-channel communication. This position requires strong communication skills, professionalism, and the ability to work well in a structured, fast-paced environment.
Key Responsibilities
As a Service Agent in the Contact Centre, your responsibilities will include, but are not limited to:
- Handling inbound customer interactions via telephone and other communication channels in a professional and efficient manner
- Managing outbound and multi-media customer interactions in line with service standards
- Performing back-office administrative and customer service-related activities
- Providing accurate information and resolving customer queries related to services, billing, tariffs, and general enquiries
- Supporting customer service, sales, and marketing processes
- Conducting vending, prepaid, and EasyPay-related transactions and support activities
- Ensuring customer records and reports are accurately captured and maintained
- Contributing to continuous improvement of customer service processes
- Meeting service level agreements, quality standards, and performance targets
Skills and Competencies
Behavioural Competencies
- High level of integrity, honesty, and trustworthiness
- Professional conduct and strong work ethic
- Ability to work responsibly and ethically in a customer-facing environment
Leadership and Teamwork
- Strong team player with the ability to collaborate effectively
- Willingness to support, motivate, and contribute positively to team goals
- Openness to coaching, mentoring, and continuous development
Knowledge Areas
- Understanding of Eskom business operations (advantageous)
- Knowledge of standard power units (SPU) and prepayment customer tariffs
- Customer service and service delivery principles
- Basic report compilation and record-keeping practices
Technical and Functional Skills
- Computer literacy and ability to work with customer management systems
- Effective time management and organizational skills
- Strong interpersonal and relationship-building abilities
- Problem-solving and analytical thinking skills
- Clear verbal and written communication skills
- Telephone etiquette and customer interaction skills
- Ability to manage stress and remain calm under pressure
- Basic negotiation and conflict resolution skills
Minimum Requirements
- Qualification: National Diploma or National N Diploma at NQF Level 6 with a minimum of 240 credits in one of the following fields:
- Business
- Finance
- Marketing
- Commerce
- Social Sciences
- Business Management
Relevant customer service or contact centre experience will be an added advantage.
Employment Equity and Workplace Policy
Eskom is committed to creating a diverse, inclusive, and equitable working environment. All qualified candidates are encouraged to apply. Eskom reserves the right not to make an appointment to the advertised position.
The organisation is also committed to providing a smoke-free workplace to ensure a safe and healthy environment for employees and visitors.
Application Information
Interested candidates should submit their applications before 6 January 2026. If you have not been contacted within 28 days after the closing date, please consider your application unsuccessful.
For technical or application-related assistance, candidates may contact: