Customer Service Agent - Government Pensions Administration Agency

POST 40/62: CUSTOMER SERVICE AGENT 

REF NO: CSA/PE/2022-10-3C (X3 POSTS)

Customer Service Management (12 Months Contract)

The purpose of the role is: To provide administrative functions and to resolve queries and complaints on first contact within the Clients Relationship Management environment.

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, and faxes within the allocated time frame. Update on all the relevant GPAA systems.

Provide client liaison services within the office:

• Respond to escalated queries within the 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 regard 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.

REQUIREMENTS:          

• An appropriate three-year tertiary qualification (at least 360 credits) with 18 months of proven experience in the processing (administration) of life insurance/employee benefits or client relationship management/client care preferably within Employee Benefits, Life or other Insurance, Medical Aid environments or similar financial institutions

Or

• A Grade 12 Certificate/Senior Certificate (Matric) with three years of proven experience in the processing (administration) of life insurance/employee benefits or client relationship management/client care preferably within Employee Benefits, Life or other Insurance, Medical Aid environments or similar financial institutions.
• Knowledge of GEPF products and services will be an advantage.
• Computer literacy 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.
• The applications of individuals currently residing in the Province or adjacent areas applying for may receive preference (Port Elizabeth).
• Knowledge of Employee Benefits.
• Knowledge of Client Relations Management.
• Geographical knowledge of the Province applying for.
• Excellent problem-solving skills.
• Good presentation skills.

Above average communication skills, both verbal and written with the ability to communicate with clients. Time management skills. Self-management is being able to work independently.

Take note of the requirements regarding a new Z83 effective 1 January 2021 as per the DPSA regulations as well as all other requirements specified in the footer. Take note of Circular 19 of 2022 regarding the practice note on the Z83 application and completion thereof.

The certification of all supporting documents will be expected of the shortlisted candidates only. Interviews 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. If you have not been contacted within six (6) months after the closing date of this advertisement, please accept that your application was unsuccessful.

ENQUIRIES: Felicia Mahlaba on Tel No:  012 319 1455.  Application enquiries: URS Response Handling Tel No: 012 811 1900

SALARY: R211 713 per annum (Level 06) basic salary, plus 37% in lieu of benefits

CENTRE: Port Elizabeth Satellite Office (Eastern Cape)