Customer Service Agent (12 Months Contract)

Our Client in Western Cape is looking to hire a Customer Service Agent to provide administrative functions and to resolve queries and complaints on first contact within the Clients Relationship Management environment.

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.

OR

• A Grade 12 Certificate/Senior Certificate (Matric) 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
• A valid drivers license of at least 12 months (a copy of the license will be requested)

Responsibilities

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 Companys 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:

• Check and update consolidated/escalation lists to the supervisor.
• Compile and submit daily, weekly and monthly production statistics to the supervisor.
• Report any issues/make recommendations with regards to ongoing service improvements and maintain a high level of client care.