Call Centre Agent at Eskom Pension and Provident Fund

Description

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.
• Receive emails, faxes, etc and direct as appropriate within stipulated time frames.
• Complete photocopies, as requested.

Respond to channel (email, WhatsApp, USSD, and mobile application enquiries

• 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.
• Maintain service level agreements relevant to the Contact Centre when responding to emails.

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.

Requirements

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 job-related experience.
• Experience within a retirement fund industry will be an added advantage