Customer Service Agent - Government Pensions Administration Agency

POST 23/23: CUSTOMER SERVICE AGENT: KZN

REF NO: CSA/KZN/2023/07-1C

Customer Service Management

(12 months contract)

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 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 NQF level 6) with 18 months of 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 similar financial institution 
• Or A Grade 12 Certificate/Senior Certificate (Matric) with three years of 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 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, would be an added advantage.
• The applications individuals currently residing in the Province applying for may receive preference (KZN and adjacent areas).
• A valid driver’s license of at least 12 months  (a copy of the license will be requested).
• Knowledge of Employee Benefits.
• Knowledge of client relations management.
• Excellent problem-solving skills.
• Excellent presentation skills.
• Excellent communication skills, both verbal and written.
• Ability to communicate with clients.
• Time management skills.
• Self-management  – being able to work independently.
• Geographical knowledge of the Province applying for.

ENQUIRIES:  Mapule Mahlangu Tel No: (012) 399 2639 or Destiny Penniken Tel No: (011) 883 5035

SALARY: R241 485 per annum (Level 06), (plus 37% in lieu of benefits)

CENTRE: Durban