Listing Reference: COE-CALLCENTRE-2025
Listing Status: Open
Company: City of Ekurhuleni
Industry: Public Sector / Customer Service / Skills Development
Job Category: Learnership Programme / Call Centre Operations
Location: Ekurhuleni, South Africa
Contract Type: Fixed-Term Learnership Programme
Remuneration: R3,000 Monthly Stipend
EE Position: Yes
Closing Date: Not specified
Introduction
The City of Ekurhuleni invites unemployed youth residing within the municipality to apply for its Call Centre Learnership Programme 2025. This structured programme is designed to equip participants with valuable work experience and theoretical knowledge while developing professional customer service, communication, and call handling skills.
As part of its commitment to youth development, the City provides participants with a fully accredited learnership opportunity that combines academic learning with practical workplace experience. Upon successful completion, participants will have enhanced employability and potential for career advancement within customer service environments both inside and outside the public sector.
Job Description
The Call Centre Learnership Programme offers successful candidates the opportunity to work and learn in a fully functional customer service centre while receiving theoretical training aligned to SETA requirements. Learners will work directly with customers, handle incoming and outgoing calls, process service requests, and resolve inquiries under the supervision of experienced trainers and supervisors.
Participants will also be exposed to real-time customer service operations, where they will gain hands-on experience managing client communications, updating systems, and contributing to the city’s service delivery.
Key responsibilities include:
- Handling both inbound and outbound calls in a professional and courteous manner
- Assisting customers with queries, complaints, order placements, and service requests
- Providing clear communication to customers following company scripts and guidelines
- Accurately capturing and updating customer details and service records into the system
- Following up on unresolved queries and ensuring timely issue resolution
- Working collaboratively with supervisors and team members to improve call handling and service delivery
- Maintaining strict confidentiality and professionalism during all customer interactions
- Adhering to company policies, processes, and performance standards throughout the programme
Ideal Candidate
The City of Ekurhuleni is searching for motivated, disciplined, and service-driven individuals who are eager to gain valuable work experience, develop new skills, and take advantage of career development opportunities through this structured learnership.
Minimum qualifications and eligibility criteria include:
- South African citizenship
- Resident of the City of Ekurhuleni (proof of residence is required)
- Completed Matric / Grade 12 or equivalent qualification
- Computer literate with basic knowledge of Microsoft Office
- Strong communication skills (verbal and written)
- Customer service orientation and a genuine interest in serving the public
- Willingness to work shifts, weekends, and public holidays
- No active employment record on the CoE HR system at programme commencement
- Commitment to attend both practical work placement and theoretical learning sessions
Applicants are limited to apply for only one category, and priority will be given to unemployed youth who meet the programme’s entry requirements.
Role Responsibility
During both the training and placement phases of the learnership, candidates will be responsible for:
- Working for the employer as part of the practical learning process
- Participating fully in all theoretical classes, assessments, and study sessions provided by accredited training providers
- Complying with all workplace policies and standard operating procedures
- Completing attendance registers, assessment forms, and daily performance records
- Handling customer calls, including inquiries, complaints, order placements, and providing accurate information
- Following company scripts to ensure consistency in customer service delivery
- Providing feedback on customer concerns and ensuring proper documentation of customer interactions
- Collaborating with supervisors and team members to continuously improve personal call handling and problem-solving abilities
- Upholding confidentiality, integrity, and professionalism when representing the City of Ekurhuleni during customer engagements
Skills and Attributes
To succeed in this learnership, candidates must demonstrate a range of essential personal and professional competencies, including:
- Excellent verbal and written communication
- Positive customer service orientation with a genuine interest in assisting others
- Ability to work under pressure while maintaining quality service delivery
- Strong problem-solving skills and attention to detail
- Ability to follow detailed instructions and comply with workplace policies
- Administrative and time management skills for accurate recordkeeping
- Adaptability to shift work and flexible working hours
- Capacity for teamwork, learning, and taking constructive feedback
- Commitment to personal development and achieving performance objectives
- Good telephone etiquette, listening skills, and a calm demeanor when dealing with customers
SEE ALSO: Apply EPWP General Workes at Midvaal Local Municipality
Position Summary
The City of Ekurhuleni Call Centre Learnership Programme 2025 provides unemployed youth with a unique opportunity to develop technical, communication, and administrative skills while gaining valuable work experience in a professional municipal call centre environment.
Participants will benefit from:
- Comprehensive on-the-job training and theoretical learning
- A monthly stipend of R3,000 for the duration of the programme
- Nationally recognized learnership qualifications upon successful completion
- Workplace exposure to real-time municipal customer service operations
- Career development pathways within both public and private sector call centres
- Performance incentives and potential career growth opportunities for top performers
Successful candidates will enter into a formal learnership agreement with the applicable SETA and sign a contract with the City of Ekurhuleni for the duration of the programme. The City reserves the right to appoint, not appoint, or appoint laterally based on business needs.
For more information or enquiries, applicants may contact:
Morris Nkoana at (011) 999 8602
Lerato Masike at (011) 999 1522 / 7981
Should candidates not be contacted within eight weeks of the closing date, the application should be considered unsuccessful.
The City of Ekurhuleni subscribes to Employment Equity principles and encourages suitable applicants from designated groups to apply.