CUSTOMER SERVICE AGENT

GOVERNMENT PENSIONS ADMINISTRATION AGENCY (GPAA)
APPLICATIONS : Please forward your application, quoting the relevant reference number,
Government Pensions Administration Agency, 34 Hamilton Street, or Private Bag
X63, Arcadia, Pretoria, 0001
CLOSING DATE : 05 March 2018, 12H00 No late applications will be considered.
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 (1) a comprehensive CV (specifying all experience and duties, indicating
the respective dates MM/YY as well as indicating references with full contact
details) (2) 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.
ERRATUM: kindly note that the post of Senior Manager: Management Information
Systems Ref No: (SMMIS/2018/02-1P) published in vacancy circular 06 dated 09
Feb 2018 the closing date has been extended to 02 March 2018.

OTHER POST: SENIOR REPORTER

POST 07/07 : CUSTOMER SERVICE AGENT NORTH WEST REGIONAL OFFICE
(MAFIKENG) (REF: CSA/NW/019-1P)
SALARY : R183 558 (basic salary) Level 6
CENTRE : Pretoria Office
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 include a good
working knowledge of Microsoft Office products. Proficiency in English is a
requirement and the ability to speak any of the indigenous languages spoken in
the Province as indicated: Tswana. The applications of individuals currently
residing in North West 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 client relationship management
environment. The successful incumbent will be responsible for a wide variety of
tasks which includes, but 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 Thenjiwe Gasa 012 319 1304
FOR ATTENTION : Ms Thenjiwe Gasa – Recruitment
NOTE : One position for Customer Service Agent North West Regional Office (Mafikeng)
is currently available at the Government Pensions Administration Agency. This
position will be filled permanently.

Image: Pixabay

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