CUSTOMER SERVICE AGENT REF NO: CSA/KZN/2022-07-6C

Client Services
(12 months contract)
The purpose of the role is: To provide administrative functions and to resolve queries and complaints on first contact within the client’s Relationship Management environment.

SALARY: R211 713 per annum (Level 06) (basic salary), plus 37% in lieu of benefits CENTRE: KZN Regional Office (Deployed/Based In Pietermaritzburg and Durban)

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 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 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 (KZN). 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 communications skills, both verbal and written with the ability to communicate with clients. Time management skills. Self-management – being able to work independently.

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 an allocated time frame; Update on all the relevant GPAA systems. Provide Client liaison services within the office: Respond to escalated queries within an 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.

ENQUIRIES: Ms. Mapule Mahlangu Tel No: 012 399 2639
APPLICATIONS: It is mandatory to email your application (comprehensive CV and new Z83 signed) to Recruit2@gpaa.gov.za quoting the reference number in the subject heading of the email.

CLOSING DATE : 05 August 2022

NOTE: 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 shortlisted 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. The purpose of the role is: To provide administrative functions and to resolve queries and complaints on first contact within the client’s Relationship Management environment. Various CSA contract positions are available in KZN Province to be deployed in Durban and Pietermaritzburg respectively on a 12 monthly contract.