Department of Correctional Services (DCS) Call Centre Agents Vacancy 2026

Opportunity Overview

The Department of Correctional Services (DCS) invites unemployed youth to apply for Call Centre Agent positions. These entry-level government jobs are based at the National Head Office in Pretoria.

This opportunity is designed for individuals seeking to contribute to public service by providing professional client support and managing enquiries through various communication channels.

Minimum Requirements

To be considered for this opportunity, applicants must meet the following criteria:

• Possess a Grade 12 (Matric) certificate.
• No prior experience is required.
• Be computer literate.

The following will be considered an advantage:

• A post-school Certificate or Diploma in customer service or administration.
• Prior experience in a Call Centre environment.
• Proficiency with CRM systems (e.g., MS Dynamics, Salesforce, or prescribed system) and MS Office (Outlook, Excel, Word).
• Knowledge of call handling platforms (ACD/IVR/softphone), ticketing workflows, and how to use knowledge bases.
• An understanding of POPIA (Protection of Personal Information Act) and basic information security principles.
• Familiarity with reporting and administration procedures relevant to the work environment.

Key Responsibilities

The successful candidate will be responsible for:

• Handling enquiries and providing client service with professional, courteous, and accurate responses across all communication channels.
• Resolving enquiries at the first point of contact whenever possible.
• Capturing all enquiries comprehensively and accurately on the prescribed Customer Relations Management (CRM) system.
• Promptly escalating complex matters to relevant branches/units with clear documentation.
• Maintaining accurate records and supporting reporting and audit requirements.
• Safeguarding personal information and sensitive data.
• Managing departmental assets.

What the Work Involves

As a Call Centre Agent at the DCS National Head Office in Pretoria, you will be part of a team dedicated to public service. Your daily tasks will involve constant interaction with clients, addressing their enquiries, and ensuring they receive accurate and timely information. This will primarily happen over the phone or through other digital channels, requiring strong communication skills.

You will be expected to meticulously capture all interactions and information into the Customer Relations Management (CRM) system, ensuring data integrity and contributing to comprehensive record-keeping. The role also involves recognising when an enquiry requires further expertise and escalating it to the appropriate department, alongside ensuring that sensitive information is handled securely and that departmental assets are managed responsibly.

How to Apply

To apply for the Call Centre Agent position, please follow these steps:

• Click on the following link: https://careers.dcs.gov.za/jobs/2cbbcd5a-a12d-49b2-955a-bcd2625753f6
• Follow the instructions on the Department of Correctional Services career portal to complete your application.