Government Customer Service Agents Wanted - 6 positions

The Government Pensions Administration Agency (GPAA) seeks 6x Customer Services Agents in Mpumalanga, Polokwane and Pietermaritzburg. Minimum of Grade 12 required.
Government Pensions Administration Agency Vacancies
Customer Services Agents x6
Reference numbers:

Mpumalanga: CSA/MPU/2017/09-2P

Polokwane: CSA/PLK/2017/09-2P

Pietermaritzburg: CSA/PMB/2017/09-2P

Requirements

• An appropriate three year tertiary qualification (at least 360 credits) with 18 months proven experience in processing life insurance/employee benefits or client relationship management/client care OR
• Grade 12 Certificate/Senior Certificate (Matric) with three years proven experience in processing life insurance/employee benefits or client relationship management/client care

Skills Required

• Knowledge of GEPF products and services will be an advantage
• Computer literacy that would include a good working knowledge of Microsoft Office products
• Proficiency in English is a requirement

The ability to speak any of the indigenous languages spoken in the Provinces as indicated:

• Mpumalanga:
• Sepedi
• siSwati
• isi Ndebele
• Xitsonga
• Polokwane:
• Sepedi
• Xitsonga
• Venda
• Pietermartizburg:
• Zulu
• isiXhosa
• Excellent problem solving skills
• Excellent communications skills, both verbal and written
• Excellent presentation skills
• 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

Duties

The successful incumbent will be responsible for a wide variety of tasks which include 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 feedback on unresolved matters to members/pensioners and beneficiaries
• Provide payment statements and proof of subsidy to members/pensioners
• Reprinting of IRP5’s
• Medical Subsidy letters for pensioners on request
• Registering/linking and loading of documents
• Scanning and indexing of all documents
• Linking of envelopes and documents for dispatch
• 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 production statistics to the supervisor
• Check and update consolidated/escalation lists to the supervisor
• Provide Client liaison services within the office
• Respond to escalated queries within allocated time frame
• Interact with other department with 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

Salary: R183 558.00 per annum (Basic Salary)

Enquiries

Enquiries may be directed to Ms Bongiwe Magidela 012 399 2797 for Limpopo; Ms Felicia Mahlaba on 012 319 1455 for KZN (PMB) and Mapule Mahlangu on 012 399 2639 for Mpumalanga.