Digital Customer Service Agent Self Service Project

2 weeks ago


Pretoria, Gauteng, South Africa Affirmative Portfolios Full time

Admin and Office Management

Pretoria - Gauteng
***:
Digital Customer Service Agent - Self Service Project

PRETORIA

(Ref:
DCSA/PTA/2024/02-7T)


R pa
12 months temp assignment

Purpose:

Seven 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

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, Knowledge and Skills:

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

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.

Knowledge of GEPF products and services will be an advantage

Computer literacy that would include a good working knowledge of Microsoft Office products

**Closing date: 27 February 2024

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