Customer Service Agent at Motor Industry Bargaining Council

Description

Duties and Responsibilities

• Logs and tracks all enquiries and complaints on the system (first line of support).
• Receive and capture provident fund claims in line with the relevant policies
• Receive other funds claims and forward them to SSC for processing (AHP and SAF)
• Handles all general and specific telephonic contact.
• Assist walk-in clients
• Conducts preliminary investigations on labour matters.
• Liaises with relevant parties to resolve complaints.
• Provides customer services to members, establishments, service providers and parties via telephonic and other customer contact methods.
• Manage office petty cash, stationery and office consumables
• Supervise the temporary staff
• Compile and submit attendance register and time sheet
• Assist Designated Agents with admin work
• Ensures service levels and performance is maintained in terms of the national MIBCO Mission, Vision and Statement

Requirements

Knowledge / Experience / Skills / Abilities

• Ability to withstand pressure and provide the clients/customers with above average services
• Knowledge of industry collective agreements and Labour Relations Act
• Must at all times be diplomatic and assertive with customers/clients
• Ability to overcome obstacles, make informed decisions and resolve customer problems
• Ability to work independently and use initiative along with problem solving abilities
• Ability to build strong effective relationships with all stakeholders, i.e. existing clients and potential clients as well as internal stakeholders, i.e. colleagues and management
• Adopt appropriate interpersonal style in achieving task accomplishment, modifying behavior according to tasks and individuals involved
• Must be a good team player and achieve objectives as set out by supervisor
• Must be meticulous in carrying out tasks/instructions etc.
• Must have interpersonal and telephone etiquette skills

Qualifications

• Matric (Grade 12)
• Knowledge and experience of provident funds and Client Services
• Labour related, Client Services, Business related certificate will be advantageous
• Above average verbal communication and listening skills
• Customer service orientated behavior towards callers, service providers,
• Advance computer literacy
• Query resolution skills
• Customer orientated behavior
• Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results