Job Description

Digital Customer Service Agent - Self Service Project Customer Service
Pretoria

Digital Customer Service Agent - Self Service Project

(Ref: DCSA/PTA/2023/08-14T)

Pretoria

12 Month Contract

R241 485 (basic salary) level 6 per annum

Purpose:

Fourteen Customer Service Agent positions are currently available at the Head Office of the GPAA based in Trevenna. These positions will be filled as 12-month temp positions.

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.

Key performance areas:

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

Competencies, Skills, and Knowledge:

• 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

Minimum 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

Closing date: 13 September 2023 before 12h00 noon

No late applications will be accepted

Please consider your application unsuccessful should you not hear back from us by 14 days

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