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Customer Service Agent

2 months ago

Polokwane, South Africa Phaki Personnel Management Services Full time
JOB PURPOSE
To provide administrative functions and to resolve queries and complaints on first contact within the Clients Relationship Management environment

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/Vocational Certificate) 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
  • Proficiency in English is a requirement and the ability to speak any of the other official languages in the province applying for, would be an added advantage

RESPONSIBILITIES
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.
  • Respond to emails, web queries, posted queries/courier services, faxes within allocated time frame.
  • Update on all the relevant company 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 initiative
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.