Customer Services Agent(Polokwane)

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. OR  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