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

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;

• 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.

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)