Inbound Agents at The Department of Employment and Labour

REQUIREMENTS:   

• Grade 12 Certificate. (NQF Level 4). No experience required.
• Knowledge: Knowledge of relevant Regulations, Law and Legislation (PFMA, COIDA, POPIA, Promotion of access of Information Access, Public Service Act, Labour Relation Act, National Treasury Regulations). Digital Acumen/Call Centre Functionalities. Call Management. Query Management. Stakeholder Development and Management. Compensation Fund, policies, procedures, processes. Contact Centre vision and objectives. Contact Centre Performance requirements. Customer services (Batho Pele Principles). Customer Care Processes and Procedures. Legislative Requirements: None.
• Skills: Data Collection/Capturing. Call Management. Active listening. Critical and innovative Thinking. Quality Assurance. Service Delivery Innovation.

DUTIES:         

• Attend to customer queries for Inbound services.
• Register and capture COID claims on the operational system.
• Perform continuous process improvements.