CUSTOMER SERVICE AGENT: WESTERN CAPE REGIONAL OFFICE
REF NO: CSA/WC/06-1PRA
SALARY : R208 584 per annum (basic) (Level 06)
CENTRE : Western Cape – Cape Town
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 a Grade 12 Certificate/Senior
Certificate (Matric) with three years proven experience in processing life
insurance/employee benefits or client relationship management/client care.
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 Western Cape
Province may receive preference. Excellent problem solving skills. Excellent
presentation skills. Excellent communications skills, both verbal and written.
Ability to communicate with clients. Time management skills. Selfmanagement – being able to work independently. Knowledge of Employee
Benefits. Knowledge of client relations management. Geographical knowledge
of the Province applying for.
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.
ENQUIRIES : Ms Alletah Mashiane or Ms Ntsibakazi Mtshabe on 012 319 1218
APPLICATIONS : Please forward your application, quoting the relevant reference number,
Government Pensions Administration Agency, 34 Hamilton Street, or Private
Bag x63, Arcadia, Pretoria, 0001 or hand deliver to: 21st Floor, No.1 Thibault
Square, LG Building, Cape Town and please ensure to complete a register.
FOR ATTENTION : Mr Alletah Mashiane or Ms Ntsibakazi Mtshabe– Recruitment
NOTE : One Customer Service Agent position is currently available at Western Cape
Regional office of the GPAA. The position will be filled as a permanent position.
Employment Equity target for the post is Indian/White male/females or people
with disability. Candidates of the specified groups are encouraged to apply.
CLOSING DATE : 21 June 2019 12h00 noon.
NOTE : Requirement of applications: Applications must be submitted on form Z83,
obtainable on the internet at http://www.gpaa.gov.za (Originally signed). The
relevant reference number must be quoted on all applications. Application
should consist of a comprehensive CV (specifying all experience and duties,
indicating the respective dates MM/YY as well as indicating references with full
contact details), original certified copies of all qualifications (including
matriculation), Identity document, valid driver’s license (where driving/travelling
is an inherent requirement of the job) and proof of citizenship if not RSA Citizen.
Note: Copies of certified documents will not be accepted – all copies must be
originally certified in the past 3 months. Failure to submit the above information
will result in the application not considered and deemed a regret. The candidate
must agree to the following: Shortlisted candidates must be available for
interviews at a date and time determined by GPAA. Applicants must note that
pre-employments checks and references will be conducted once they are
short-listed and the appointment is also subject to positive outcomes 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 three (3) 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 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. The GPAA reserves the right
to utilize practical exercises/tests/competency assessments for non-SMS
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 clearance. No late applications will be
considered. No faxed / e-mailed / late applications will be considered.