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REF NO: CSA/KZN/2023/07-1C
Customer Service Management
(12 months contract)
SALARY: R241 485 per annum (Level 06), (plus 37% in lieu of benefits)



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 institution 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.

The applications of individuals currently residing in the Province applying for may receive preference (KZN and adjacent areas).

A valid driver’s license of at least 12 months (a copy of the license will be requested). Knowledge of Employee Benefits.

Knowledge of client relations management.

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.

Geographical knowledge of the Province applying for.

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.

Mapule Mahlangu Tel No: (012) 399 2639 or Destiny Penniken Tel No: (011) 883 5035


It is mandatory to apply on the following URL https://affirmativeportfolios.co.za/GPAA/ with a comprehensive CV and new Z83 signed attached. Follow all steps

The purpose of the role:

To provide administrative functions and to resolve queries and complaints on first contact within the Clients Relationship Management environment. One CSA (12 months contract position) is currently available at the Government Pensions Administration Agency: KZN Region based in Durban.


Take note of the disclaimer mentioned on each advert. It is mandatory that applications which consist of a signed Z83 and comprehensive CV be emailed to the respective email addresses indicated on each advert. Ensure that you use the correct inbox/email. Applications send to the incorrect inbox will be deemed a regret. Ensure to sign your Z83 before you scan it. Please use your signature or valid e-signature and not your name written in block/typed print. A Z83 not signed will be deemed a regret.

From 1 January 2021, a new application for employment (Z83) form will be effective and if the old Z83 is used, it will be deemed a regret. Should an individual wish to apply for a post after 1 January 2021, he/she will be required to submit the new application for employment form which can be downloaded at www.dpsa.gov.za-vacancies or http://www.gpaa.gov.za Requirements: Applications must be submitted on the new form Z83 as indicate above (signed and scanned). The relevant reference number must be quoted on all documentation and on the subject heading of the email. An application should consist of (a) a comprehensive and detailed CV (specifying all experience and duties, indicating the respective dates MM/YY as well as indicating references with full contact details) and (b) a duly completed Z83 (refer to Circular No 19 of 2022 in this regard).

When applying through the online system, applicants are required to attach copies of all qualifications including National Senior Certificate/Matric certificate/equivalent/ ID, etc., however, these documents need not be certified at the point of application, but certification will be required prior to attending the interview. The candidate must agree to the following: Shortlisted candidates must avail themselves for a virtual or in-person panel interview at a date and time determined by the GPAA.

Note that certain information contained in the application (CV and Z83) may be verified through the request for official documents and or other methods of verification and proof (when shortlisted). The certification of all supporting documents will be expected of the shortlisted candidates only.

Applicants must note that pre-employment checks and references will be conducted once they are short-listed and the appointment is also subject to a positive outcome on these checks, which include but not limited to: security clearance, security vetting, qualification/study verification, citizenship verification, financial/asset record check, previous employment verification and criminal record. Applicants will be required to meet vetting requirements as prescribed by Minimum Information Security Standards. It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA). Correspondence will only be conducted with the short-listed 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 candidate must take note of: It is intended to promote representativeness through the filling of these posts and the candidature of persons whose promotion/ appointment will promote representativeness, will receive preference. Disabled persons are encouraged to apply. For applications on salary levels 11 – 15, the inclusive remuneration package consists of a basic salary, the state’s contribution to the Government Employees Pension Fund and a flexible portion in terms of applicable rules.

The GPAA reserves the right to utilize practical exercises/tests/competency assessments for non-SMS positions during the recruitment process (candidates who are shortlisted will be informed accordingly) to determine the suitability of candidates for the post(s). The GPAA reserves the right to cancel the filling/not to fill a vacancy that was advertised during any stage of the recruitment process. The successful candidate will have to sign an annual performance agreement and will be required to undergo a security clearance.

CLOSING DATE: 21 JULY 2023 before 12h00 noon.
No late applications will be considered.

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