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

DESCRIPTION

 

12 month contract position

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) 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 SA Government products and services 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 advantagePlease note the above requirements are strictly adhered to, if you do not meet the requirements your application will not be considered.