The Government Pensions Administration Agency (GPAA) is a government component that reports to the Minister of Finance and administers funds and schemes on behalf of the Government Employees Pension Fund (GEPF), the largest pension fund in Africa. It thus administers the pension affairs of approximately 1,7 million government employees and pensioners, as wel...
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A relevant three-year Diploma/Degree or equivalent three-year qualification (minimum 360 credits) coupled with three (3) years’ experience in Client Relationship Management environment, of which 12 months supervisory experience OR A relevant three-year Diploma/Degree or equivalent three-year qualification (minimum 360 credits) coupled with five (5) years’ Client Relationship management experience. Computer literacy that would include a good working knowledge of Microsoft office products. Knowledge of Employee Benefits.
DUTIES :
The incumbent will be responsible for a wide variety of tasks which include but are not limited to the following: Monitor and resolve queries within CRM referred from front line service points/mobile office within service level agreements: Ensure follow-ups and finalization of enquiries referred to other business units, within agreed time frames.
Ensure that emails, web queries, posted queries / courier services, faxes are responded to within an allocated time frame. Provide further information from other business units required to resolve inquiries. Ensure completion of updating on the systems.
Resolve queries and complaints escalated by CSA’s. Monitor quality of service provided by CSA’S. Provide and monitor Client Liaison Services within the Office: Interact with other departments on outstanding queries. Provide relationship management on any changes happening in the various business units. Provide / request feedback to various stakeholders via emails or telephone on / for outstanding information as well as on finalized cases.
Manage the administration of documents received. Ensure that all documents are scanned and indexed. Provide administrative support at outreach initiatives. Compile reports and give feedback to the relevant stakeholders / clients: Compile and edit reports. Assist with the annual audit. Report on activities within back office or mobile office. Check and update consolidated / escalation enquiries and complaints. Supervision of staff: Allocate work according to skills and competencies.
Manage staff performance. Develop, train and coach staff. Maintain discipline. Provide monthly statistics. Ensure that subordinates are informed about changes in work environment or management decisions.
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