GOVERNMENT PENSIONS ADMINISTRATION AGENCY (GPAA)
POST 42/24: CALL CENTRE AGENTS
REF NO: CCA/CRM/10-20C
12 months contract
SALARY: R196 407 (basic salary) (Level 06) plus 37% in lieu of benefits
MINIMUM REQUIREMENTS: An appropriate three year tertiary qualification (at least 360 credits) with 18 months proven Call Centre experience in handling life insurance/employee benefits/client relationship management/client care enquiries OR A Grade 12 Certificate/Senior Certificate (Matric) with three years proven Call Centre experience in handling life insurance/employee benefits/client relationship management/client care enquiries. 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. Knowledge of the Public Service Act, Principles of GEP Law. Knowledge of Employee Benefits. Excellent communications skills, both verbal and written. Excellent problem solving skills. Time management. Ability to communicate with clients. Ability to work in a team. Self-management (being able to work independently).
RESPONSIBILITIES: The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the following: Handling inbound and outbound calls. Receive incoming calls. Respond to client enquiries by providing correct information. Escalate unresolved queries to the assistant manager and business units. Check database for outstanding documents or information. Resolve Customer queries through telephone, e-mail, web and fax. Receive, handle and resolve all incoming customer queries. Respond to incoming client queries using information from system. Provide a service that exceeds customer expectations at all times. Handle customer information in a professional and confidential manner. Capture data about all incoming queries.
TO ENQUIRE, PLEASE CONTACT: Mr Lesiba Sehlapelo Tel No: 012 399 2710
To APPLY, send your CV attached to a Z83 form to: Please forward your application, quoting the relevant reference number, Government Pensions Administration Agency, 34 Hamilton Street, or Private BAG X63, Arcadia, Pretoria, 0001
FOR ATTENTION: Mr Lesiba Sehlapelo– Recruitment
NOTE: Various Call Centre Agent positions are currently available at the GPAA. The positions will be filled as 12 month contract positions. The purpose of the role is: To provide professional call centre and enquiry resolution services to all stakeholders and customers of GPAA.
CLOSING DATE: 05 NOVEMBER 2018 12H00