CUSTOMER SERVICES AGENT X 6

SALARY : R183 558.00 per annum (Basic Salary)

CENTRE : Mpumalanga (CSA/MPU/2017/09-2P) Polokwane (CSA/PLK/2017/09-2P) Pietermaritzburg (CSA/PMB/2017/09-2P)

REQUIREMENTS : An appropriate three year tertiary qualification (at least 360 credits) with 18 months proven experience in processing life insurance/employee benefits or client relationship management/client care 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. 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 indigenous languages spoken in the Provinces as indicated: Sepedi, siSwati,isi Ndebele or Xitsonga (Mpumalanga); Sepedi, Xitsonga or Venda (Polokwane) ; Zulu, isiXhosa (Pietermaritzburg). The applications of individuals currently residing in regions where positions are advertised may receive preference. 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.

DUTIES : The successful incumbent will be responsible for a wide variety of tasks which include 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 feedback on unresolved matters to members/pensioners and beneficiaries. Provide payment statements and proof of subsidy to members/pensioners. Reprinting of IRP5’s . Medical Subsidy letters for pensioners on request. Registering/linking and loading of documents. Scanning and indexing of all documents. Linking of envelopes and documents for dispatch. 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 production statistics to the supervisor. Check and update consolidated/escalation lists to the supervisor. Provide Client liaison services within the office. Respond to escalated queries within allocated time frame. Interact with other department with 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.

ENQUIRIES : Ms Bongiwe Magidela 012 399 2797 for Limpopo; Ms Felicia Mahlaba on 012 319 1455 for KZN (PMB) and Mapule Mahlangu on 012 399 2639 for Mpumalanga.

 NOTE : Various Customer Service Agents Positions in the Client Relationship Management section are currently available at the Government Pensions Administration Agency (GPAA). The Customer Service Agents primary goal is to provide administrative functions and to resolve queries and complaints on first contact within the Clients Relationship Management environment. The positions will be filled as permanent.

 

APPLICATIONS : Applications must be e-mailed timeously to recruit@gtac.gov.za or hand delivered to the National Treasury Reception desk at 240 Madiba Street, Pretoria. Applications e-mailed should not exceed size limit of 4MB. Numerous e-mails can be sent with attachments. Please visit the GTAC website at www.gtac.gov.za for more information.

 

CLOSING DATE: Friday 29 September 2017 at 12h00.

NOTE : Applications should be accompanied by a duly completed and signed Z83 form (obtainable from any Public Service department). The post title and reference number must be clearly indicated on the Z83 form. A recent comprehensive CV and originally certified copies of qualifications and ID should be submitted. Short listed candidates must make themselves available for a panel interview on the date determined by the GTAC. Qualification checks and security screening will be conducted on recommended candidates. Recommended candidates may be subjected to competency assessments. Late applications, and those not meeting the requirements, will not be considered. If you have not received feedback from the GTAC within 1 month of the closing date, please regard your application as unsuccessful. Note: The GTAC reserves the right to fill or not fill the advertised posts.

Updated: September 26, 2017 — 11:26