A Day In The Life of Depot switchboard operator, Lucky Tsubella

Lucky Tsubella is a Switchboard Operator at the Midrand Depot. Equipped with an NQF Level 3 Certificate in Business Management and Computer Skills, Tsubella joined the Entity in 2010 as a general worker where he worked as customer agent. In that role, he was responsible for repairing leaking meters and minor bursts, as well as replacing damaged meters. In 2013, he became a switchboard operator.

Tell us about yourself?

I was born and raised in Sebokeng in the Vaal and attended Esokwazi High School. I currently stay in Springs with my wife and five children.

What does a typical day at work look like?

My typical day would normally start by checking my emails and then helping the Data Capturers (DCs) data capturers to capture job cards onto the SAP system. Then it will be followed by attending to all incoming calls and helping walk-in customers with queries and logging calls for them.

What do you enjoy most about your job?

The thing I enjoy the most about my work is the interaction with various stakeholders and helping the community at large. I am passionate about forming sound relations every day because I believe in customer care and being helpful to every internal or external stakeholder I interact with.

What is the most difficult aspect of your job?

The hardest thing about my work is dealing with angry customers telephonically or in person. In these kinds of situations, it is crucial for me to always remain calm and maintain my composure, so that I can assist the customer successfully and in a cordial manner.

What inspires you the most about your career?

What inspires me about my work is knowing that each day is different and is an opportunity to learn new things. Furthermore, being able to help our customers, and watch them leave the office happy, always leaves me feeling content.

What has been your greatest achievement and what keeps you going?

Being voted as the best customer care in 2015 and being able to represent people living with disability in the Employment Equity Committee as their representative in the north region have been the highlights of my career.

With every job comes challenges; how do you resolve the challenges you face?

Challenges are an everyday struggle; one must deal with them as they come. I resolve the challenges I face by praying, staying calm and asking strength from God, for them to not overwhelm me.

What brings meaning and purpose in your life?

To wake up every day, having a job and working for my beautiful children.

What is your favourite quote?

My favourite quote is ‘Everything has its own time, and everything happens for a reason’.