Key areas: 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 clients 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
Requirements:
An appropriate three-year tertiary qualification (at least 360 credits) with 18 months proven experience in the processing (administration) of life insurance/employee benefits or client relationship management/client care 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 proven experience in the processing (administration) of life insurance/employee benefits or client relationship management/client care within Employee Benefits, Life or other Insurance, Medical Aid environments or similar financial institutions.
Candidates with client relationship management/client care preferably in the Telecommunications or ICT environment may receive preference
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
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
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