CUSTOMER SERVICE AGENT REF NO: CSA/KZN/2022-07-6C Client Services (12 months contract) Full-time Job3 weeks ago Public Service Durban 33 views Reference: 65
SALARY : R211 713 per annum (Level 06) (basic salary), plus 37% in lieu of benefits
CENTRE : KZN Regional Office (Deployed/Based In Pietermaritzburg and Durban)
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 (KZN). Knowledge of Employee Benefits. Knowledge of Client Relations Management. 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.
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.
ENQUIRIES : Ms Mapule Mahlangu Tel No: 012 399 2639 41
It is mandatory to email your application (comprehensive CV and new Z83 signed) to Recruit2@gpaa.gov.za 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. 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. Various CSA contract positions are available in KZN Province to be deployed in Durban and Pietermaritzburg respectively on a 12 months’ contract.
NOTE : Take note of the Disclaimer mentioned on each advert. It is mandatory that
applications which consist of a signed Z83 and comprehensive CV be emailed to the
respective email addresses indicated on each advert. Ensure that you use the correct
inbox/email. Applications send to the incorrect inbox will be deemed a regret. Ensure
to sign your Z83 before you scan it. Please use your signature or valid e-signature and
not your name written in block/typed print. A Z83 not signed will be deemed a regret.
From 1 January 2021, a new application for employment (Z83) form will be effective
and if the old Z83 is used, it will be deemed a regret. Should an individual wish to apply
for a post after 1 January 2021, he/she will be required to submit the new application
for employment form which can be downloaded at www.dpsa.gov.za-vacancies or
http://www.gpaa.gov.za Requirements: Applications must be submitted on the new
form Z83 as indicate above (signed and scanned). The relevant reference number
must be quoted on all documentation and on the subject heading of the email. An
application should consist of (a) a comprehensive and detailed CV (specifying all
experience and duties, indicating the respective dates MM/YY as well as indicating
references with full contact details) and (b) a duly completed Z83 (refer to Circular No
19 of 2022 in this regard). Failure to submit the above documents will result in the
application not considered and deemed a regret. The candidate must agree to the
following: Shortlisted candidates must avail themselves for a virtual or in-person panel
interview at a date and time determined by the GPAA. Note that certain information
contained in the application (CV and Z83) may be verified through the request for
official documents and or other methods of verification and proof. The certification of
all supporting documents will be expected of the shortlisted candidates only.
Applicants must note that pre-employment checks and references will be conducted
once they are short-listed and the appointment is also subject to a positive outcome
on these checks, which include but not limited to: security clearance, security vetting,
qualification/study verification, citizenship verification, financial/asset record check,
previous employment verification and criminal record. Applicants will be required to
meet vetting requirements as prescribed by Minimum Information Security Standards.
It is the applicant’s responsibility to have foreign qualifications evaluated by the South
African Qualifications Authority (SAQA). 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. The candidate must take note of: It is intended to promote
representativeness through the filling of these posts and the candidature of persons
whose promotion/ appointment will promote representativeness, will receive
preference. Disabled persons are encouraged to apply. For applications on salary
levels 11 – 15, the inclusive remuneration package consists of a basic salary, the
state’s contribution to the Government Employees Pension Fund and a flexible portion
in terms of applicable rules. SMS will be required to undergo a Competency
Assessment as prescribed by DPSA. All candidates shortlisted for SMS positions will
be required to undergo a technical exercise that intends to test the relevant technical
elements of the job. One of the minimum requirements for SMS is the pre-entry
certificate. For more details on the pre-entry course visit:
https://www.thensg.gov.za/training-course/sms-pre-entry-programme/ The GPAA
reserves the right to utilize practical exercises/tests/competency assessments for nonSMS positions during the recruitment process (candidates who are shortlisted will be
informed accordingly) to determine the suitability of candidates for the post(s). The
GPAA reserves the right to cancel the filling/not to fill a vacancy that was advertised
during any stage of the recruitment process. The successful candidate will have to sign
and annual performance agreement and will be required to undergo a security