Digital Customer Service Agent Self Service Project – Pretoria at Affirmative Portfolios

Purpose:

Seven Customer Service Agent positions are currently available at the Head Office of the GPAA based in Trevenna. These positions will be filled as 12-month temp positions. 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.

Key performance areas:

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
• Respond to emails, web queries, posted queries/courier services, faxes within allocated time frame
• 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

Competencies, Knowledge and Skills:

• 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
• Geographical knowledge of the Province applying for

Minimum 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.
• Knowledge of GEPF products and services will be an advantage