Job Description: Responsibilities & Requirements
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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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