Temp Call Centre Agent

2 weeks ago


Bryanston, South Africa Eskom Pension and Provident Fund Full time

Resolve inbound customer queries

  • Receive, handle and resolve all incoming customer queries and enquiries timeously in a professional manner, using information from the system across the various channels
  • Verify customers to make sure that you are addressing the member of the Fund before giving out information.
  • Explain benefit structure of Fund and provide a breakdown of benefits when required.
  • Update client regarding progress of payments when required and provide estimated payments calculated using the system.
  • Handle difficult calls by remaining calm, demonstrating patience and willingness to help and resolve problems.
  • Escalate customer enquiries to relevant departments for investigation and ensure that these are closed
  • Update notes on the system regarding the received request from the various channels
  • Log all calls, WhatsApp messages, mobile app queries and USSD received onto the system. Maintain the service level agreement requirements for the Contact Centre.

Perform administrative duties

  • Complete all required administration duties, accurately and timeously.
  • Complete photocopies, as requested.
  • Respond to information received via the channels timeously and in a professional manner.
  • Log channel and query onto system in terms of standard procedure.
  • Escalate channel queries to relevant department where necessary.

Attend to walk in clients

  • Attend to walk in clients in a professional manner when necessary.
  • Request information from other departments to assist with client enquiries.

TECHNICAL COMPETENCY REQUIREMENTS

  • Knowledge of Pension Funds Act
  • Knowledge of Pension Funds Rules
  • Basic computer literacy
  • Telephone etiquette
  • Typing skills type 30 words per minutes

REQUIRED MINIMUM EDUCATION/TRAINING

  • Relevant Diploma

REQUIRED MINIMUM WORK EXPERIENCE

  • 2 years jobrelated experience.
  • Experience within a retirement fund industry will be an added advantage
**CLOSING DATE: 14 JUNE 2024
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