Csa - Limpopo

**Customer Service**
**Polokwane**
***:
**CUSTOMER SERVICE AGENT**

**LIMPOPO- Polokwane Regional Office**

**(Ref: CSA/LIMP/2023-01-2C/AG-09/2023)**

**12 months contract**

**R241 485.00 level 6 plus 37% in lieu of benefits**

Purpose:
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 Responsibilities:
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
- Willingness to travel

**Minimum requirements**:

- 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 institutions.***

**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
- A valid driver’s license of at least 12 months (a copy of the license will be requested)

**Closing date: 13 September 2023 before 12h00 noon