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

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.

REQUIREMENTS:

 An appropriate three-year tertiary qualification (at least 360 credits NQF level 6) with 18 months proven experience in processing life insurance/employee benefits or client relationship management/client care preferably in Life Insurance or Employee Benefits or Medical Aid environments or similar financial institutions.

 A Grade 12 Certificate/Senior Certificate (Matric/Vocational Certificate) with three years proven experience in processing life insurance/employee benefits or client relationship management/client care preferably in Life Insurance or Employee Benefits or Medical Aid environments or similar financial institutions.

 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 and the ability to speak any of the other official languages in the province applying for, would be an added advantage The applications of individuals currently residing in the Province applying for may receive

preference (Nelspruit and adjacent areas)

 A valid drivers license of at least 12 months (a copy of the license will be requested)

COMPETENCIES:

 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.

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Customer Service Agent - Nelspruit

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