Customer Service Agent - Contract at Government Pensions Administration Agency (GPAA)

eg. Accountant or Accounting or Kempinski



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Job Description: Responsibilities & Requirements


CUSTOMER SERVICE AGENT REF NO: CSA/NC/KIMB/08-1C

Duties

  • The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the following: Provide quality customer service 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, faxes within allocated time frame;
  • Update on all the relevant GPAA systems.
  • Provide Client liaison services within the office: Respond to escalated queries within allocated time frame; Interact with the departments and members regarding outstanding queries;
  • Relationship management on any changes happening in the various sections;


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  • Provide/ request feedback to various clients and stakeholders;
  • Follow-up with business units and provide feedback to clients until cases are finalized;
  • Effective and efficient administration of documents received; Provide administrative support at outreach initiatives.
  • 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, weekly and monthly production statistics to the supervisor;
  • Check and update consolidated/escalation lists to the supervisor.
  • Excellent problem solving skills, excellent presentation skills, excellent communication skills, both verbal and  written.
  • Ability to communicate with clients.
  • Time management skills, Selfmanagement – being able to work independently,
  • Knowledge of Employee Benefits,
  • Knowledge of client relations management, Geographical knowledge of the Province applying for

REQUIREMENTS

  • An appropriate three year tertiary qualification (at least 360 credits) with 18 months proven experience in processing life insurance or processing 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.


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The applications of individuals currently residing in the Province applying for may receive preference (Limpopo).

Salary: R208 584 per annum (Level 06) basic salary  plus 37% in lieu of benefits

Location: Northern Cape Regional Office (Kimberley)

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