Digital Customer Service Representative

1 day ago

Pretoria, 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 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

**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.

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
- Self-management - 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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