GOVERNMENT PENSIONS ADMINISTRATION AGENCY

CALL CENTRE AGENTS

The reference number for this position is CCA/CRM/2023/05-07C.
Management of Client Relationships (Contracts for a Period of Two Years)
Basic salary is R241 485 per annum (Level 06), and this is in addition to 37% of the salary in lieu of benefits.
CENTRE:
Pretoria (Trevenna Office)
CLOSING DATE : 26 May 2023 before 12h00 noon
No late applications will be considered.

REQUIREMENTS:

Either an appropriate three-year tertiary qualification (with at least 360 credits) with 18 months of proven experience in handling life insurance/employee benefits or client relationship management/client care enquiries in a Call Centre
OR a Grade 12 Certificate/Senior Certificate (Matric)/equivalent qualification with three (3) years of proven experience in handling life insurance/employee benefits or client relationship management/client care enquiries in a Call Centre.
Literacy in computers, which would entail having a solid working knowledge of the products produced by Microsoft Office.

Having familiarity with the Public Service Act.
A familiarity with the GEP Law’s guiding principles.
A familiarity with the benefits offered to employees.
Computer Literacy along with familiarity with the Microsoft Office suite of products.
Excellent communication abilities in both the verbal and written formats.
Excellent problem solving skills.
Time management skills.
Capability to communicate with different types of customers.
Capability to work effectively within a group.
Self-management, also known as the capacity to function independently.

DUTIES:

The incumbent will be responsible for a wide variety of tasks, some of which include the following but are not limited to those tasks:
Managing both incoming and outgoing phone calls:
Receive incoming calls, respond to client inquiries by providing accurate information, escalate unresolved queries to the assistant manager and business units, and check the database for any outstanding documents or information.

Provide answers to questions asked by customers via fax, phone, e-mail, and the website:
Receive, handle, and resolve all incoming customer queries;
Respond to incoming client queries using information from the system;
Provide a service that consistently goes above and beyond what the customer expects at all times.
Handle customer information in a manner that is both professional and confidential;
Record information regarding all inquiries that are received.

ENQUIRIES:

Mxolisi Makhasana
Tel No: 011 941 1953

APPLICATIONS:

Your application (a comprehensive CV and a new Z83 that has been signed) must be emailed to [email protected] with the reference number included in the subject line of the email.
Please take note that the purpose of this role is to provide all stakeholders and customers of GPAA with professional call center and enquiry resolution services.
At the moment, the GPAA Call Centre in Trevenna, Pretoria, is looking to fill seven contract positions for a period of twenty-four months.