CALL CENTRE AGENT

Job Detail

  • Offered Salary R208 584 per annum (Level 06), plus 37% in lieu of benefits
  • Qualifications Diploma
  • Industry Library and information services
  • Reference REF NO: CCA/CRM/2021/08-38C
  • Centre Pretoria Head Office
  • Enquiries
    Ms Mapule Mahlangu Tel No: (012) 399-2639 or email [email protected]
  • Where to submit application
    It is mandatory to email your application with the relevant supporting documentation to [email protected] quoting the reference number in the subject heading of the email. The certification of all supporting documents will be expected of the shortlisted candidates only during the challenges experienced with the COVID-19 pandemic .
  • Notes
    Various contract Call Centre Agent positions are currently available at the GPAA and will be based in the Call Centre (Pretoria). It will be filled on 12 month contracts. Disclaimer during COVID 19 lockdown stages: Take note of the new requirements regarding a new Z83 effective 1 January 2021 as per the DPSA regulations. (Information contained in the footer). Interviews will/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.

Job Description

REQUIREMENTS : An appropriate three year tertiary qualification (at least 360 credits) with 18 months proven Call Centre experience in handling life insurance/employee benefits/client relationship management/client care enquiries or A Grade 12 Certificate/Senior Certificate (Matric) with three years proven Call Centre experience in handling life insurance/employee benefits/client relationship management/client care enquiries. 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. The applications of individuals currently residing in Gauteng Province may receive preference. Knowledge of the Public Service Act. Knowledge of Principles of GEP Law. Knowledge of Employee Benefits. Excellent communications skills, both verbal and written. Excellent problem solving skills. Time management. Ability to communicate with clients. Ability to work in a team. Self-management (being able to work independently). DUTIES : The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the following: Handling inbound and outbound calls: Receive incoming calls. Respond to client enquiries by providing correct information. Escalate unresolved queries to the assistant manager and business units. Check database for outstanding documents or information. Resolve customer queries through telephone, e-mail, web and fax: Receive, handle and resolve all incoming customer queries. Respond to incoming client queries using information from system. Provide a service that exceeds customer expectations at all times. Handle customer information in a professional and confidential manner. Capture data about all incoming queries.

The Application deadline closed.

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