Digital Customer Service Representative

2 weeks ago


Pretoria, Gauteng, South Africa Mastech General Trading Full time
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.

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 facetoface 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
  • Followup 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

REQUIREMENTS:

  • An appropriate threeyear 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.

Telecommunications or ICT environment may receive preference

  • 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

COMPETENCIES:

  • Excellent problem solving skills
  • Excellent presentation skills
  • Excellent communications skills, both verbal and written
  • Ability to communicate with clients.
  • Time management skills
  • Selfmanagement being able to work independently
  • Knowledge of Employee Benefits
  • Knowledge of client relations management

Job Types:
Full-time, Temporary

Contract length: 12 months

Salary:
R15 000,00 - R25 000,00 per month

Experience:

  • Customer service: 2 years (preferred)


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