Job Description

Customer Services Agent WESTERN CAPE Call Centre ~ Insurance
Western Cape

Customer Service Agent - Client Services

Western cape Regional Office

Ref: CSA/WC/2023/03-3C

R241 485.00 (annual basic salary) plus 37% in lieu of benefits level 6

The purpose of the role:

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, 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.

Minimum Requirements:

• An appropriate three-year tertiary qualification (at least 360 credits NQF level 6) with 18 months 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.

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 or similar financial institutions.
• 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 (Xhosa / Afrikaans / English)
• The applications of individuals currently residing in the Province applying for may receive preference (Western Cape)
• A valid drivers license of at least 12 months (a copy of the license will be requested)

Competencies:

• Excellent problem-solving skills
• Excellent presentation skills
• Excellent communications skills, both verbal and written
• Ability to communicate with clients
• Time management skills
• Self-management being able to work independently
• Knowledge of Employee Benefits
• Knowledge of client relations management
• Geographical knowledge of the Province applying for
• Willingness to travel

Closing date: 22 November 2023

Should you not hear from us within 14 days of the closing date, please consider your application unsuccessful.

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