Senior Administrator
2 weeks ago
- Jobs by Location
- Job by industries
Requirements
- Matric or equivalent
- Minimum of 4 years’ Employee benefits experience
- Extensive industry knowledge and product knowledge as well as relevant legislation.
- Successful completion of Yenzani
Duties & Responsibilities
INTERNAL PROCESS
- Effective and prompt management of the CENS mailbox and client contact centre mailbox.
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement (48Hrs) and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Acknowledge receipt of emails timeously and provide detailed feedback to ensure a one stop service delivery.
- Provide clients with the relevant information and documentation as required in line with policy guidelines, e.g., Documentation for employee access.
- Capture and update client information on relevant system/s, based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative / compliance requirements in the service process/ training on updates provided by L&D
- Identify and report process and system failures and enhancements to improve client experience.
CLIENT
- Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice to clients and stakeholders where relevant.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
PEOPLE
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.
FINANCE
- Identify opportunities to enhance cost-effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
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