CUSTOMER SERVICE AGENT REF NO: CSA/CRM/2021/08-1P
Customer Relations Management
The purpose of the role is: To provide administrative functions and to resolve queries and complains on first contact within the Client Relations Management environment.
SALARY : R208 584 per annum (Level 06), (basic salary)
CENTRE : Gauteng Regional Office
GOVERNMENT PENSIONS ADMINISTRATION AGENCY (GPAA)
REQUIREMENTS : An appropriate three year tertiary qualification (at least 360 credits NQF level 6) with 18 months proven experience in processing life insurance/employee benefits or client relationship management/client care preferably in Life Insurance or Employee Benefits or Medical Aid environments. or A Grade 12 Certificate/Senior Certificate (Matric) with three years proven experience in processing life insurance/employee benefits or client relationship management/client care preferably in Life Insurance or Employee Benefits or Medical Aid environments. Knowledge of GEPF products and services will be an advantage. Computer literacy that would include a good working knowledge of Microsoft Office products. Proficiency in English is a requirement and the ability to speak any of the other official languages in the province applying for, would be an added advantage. The applications of individuals currently residing in the Province applying for may receive preference (Gauteng). Knowledge of Employee Benefits. Knowledge of Client Relations Management. Problem solving skills. Presentation Skills. Communication Skills. Time Management. Work Independently.
DUTIES : The incumbent will be responsible for a wide variety of tasks which includes, but is not limited to the following: Provide quality customer services within CRM: Handle all face to face enquiries received effectively. Follow-up and finalize enquiries referred to other business units, within the agreed time frames Respond to emails, web queries, posted queries/courier services, faxed within allocated time frame. Update on all the relevant GPAA systems. Provide data inputs in the compilation of the Reports: Report any issues/make recommendations with regards to ongoing service improvements and maintain a high level of client care. Compile and submit daily production statistics to the supervisor. Check and update consolidated/escalation lists to the supervisor. Provide Client liaison services within the office: Respond to escalated queries within allocated time frame. Interact with other department with outstanding queries. Relationship management on any changes happening in the various sections. Provide/request feedback to various clients and stakeholders. Follow-up with business units and provide feedback to clients unit cases are finalized. Effective and efficient administration of documents received. Provide administrative support at outreach initiatives.
ENQUIRIES : Ismael Radebe on Tel No: 012 399 2299 or email Recruit4@gpaa.gov.za
APPLICATIONS : It is mandatory to email your application with the relevant supporting documentation to Recruit4@gpaa.gov.za quoting the reference number in the subject heading of the email. The certification of all supporting documents will be expected of the shortlisted candidates only during the challenges experienced with the COVID-19 pandemic.
NOTE : One permanent position for Customer Service Agent is currently available at Gauteng Regional Office of the Government Pensions Administration Agency. Disclaimer during COVID 19 lockdown stages: Take note of the new
requirements regarding a new Z83 effective 1 January 2021 as per the DPSA regulations. (Information contained in the footer). Interviews will/may be conducted via a virtual medium which will be discussed with each shortlisted applicant. The applicant should have the necessary data and equipment for this purpose. Correspondence will only be conducted with the short-listed candidates.
CLOSING DATE : 10 September 2021 at 12h00 noon No late applications will be considered