CUSTOMER SERVICE AGENT – GOVERNMENT PENSIONS ADMINISTRATION AGENCY (GPAA)
Apply for the position of Customer Service Agent at the Government Pensions Administration Agency (GPAA).
DEADLINE: 16 September 2022
About the Government Pensions Administration Agency (GPAA)
The Government Pensions Administration Agency (GPAA) is a South African 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 well as the affairs of their spouses and dependents.
CUSTOMER SERVICE AGENT – REF NO: CSA/WC/2022-08-2C
Client Relationship Management (12 months contract)
SALARY: R211 713 per annum (Level 06) basic salary, plus 37% in lieu of benefits
CENTRE: Western Cape Regional Office
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 preferably 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 preferably within Employee Benefits, Life or other Insurance, 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. The applications of individuals currently residing in the Province or adjacent areas applying for may receive preference (Western Cape). Knowledge of Employee Benefits. Knowledge of Client Relations Management.t Geographical knowledge of the Province applying for. Excellent problem-solving skills. Good presentation skills. Above average communications skills, both verbal and written with the ability to communicate with clients. Time management skills. Self-management – being able to work independently.
DUTIES: 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
How to apply?
It is mandatory to email your application (comprehensive CV and new Z83 signed) to [email protected] (Don’t forget to quote the REF no.)
It is mandatory to email your application (comprehensive CV and new Z83 signed) to [email protected] (Don’t forget to quote the REF no.)
Application notes
quoting the reference number in the subject heading of the email. Take note of the requirements regarding a new Z83 effective 1 January 2021 as per the DPSA regulations as well as all other requirements specified in the footer. Take note of Circular 19 of 2022 regarding the practice note on the Z83 application and completion thereof. The certification of all supporting documents will be expected of the shortlisted candidates only. Interviews may be conducted via a virtual medium which will be discussed with each shortlisted applicant. The applicant should have the necessary data and equipment for this purpose. Correspondence will only be conducted with the short- listed candidates. If you have not been contacted within six (6) months after the closing date of this advertisement, please accept that your application was unsuccessful. Note: The purpose of the roles are: To provide administrative functions and to resolve queries and complaints on first contact within the Clients Relationship Management environment. Two contract positions for Customer Service Agents are currently available in the Western Cape Region of the GPAA and will be based in Cape Town, on a 12 months’ contract.
ENQUIRIES: Eugene Geldenhuys on [email protected]
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