CALL CENTRE AGENTS

GOVERNMENT PENSIONS ADMINISTRATION AGENCY (GPAA)
CLOSING DATE : 05 November 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 a comprehensive CV (specifying all experience and duties, indicating
the respective dates MM/YY as well as indicating references with full contact
details, 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 as 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.

OTHER POSTS: (X11 POSTS) INTERNSHIP PROGRAMME: ADMINISTRATIVE AND SUPPORT SERVICES (COURT ADMINISTRATION)

POST 42/24 : CALL CENTRE AGENTS REF NO: CCA/CRM/10-20C
12 months contract
SALARY : R196 407 (basic salary) (Level 06) plus 37% in lieu of benefits
CENTRE : Pretoria
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. 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
27
customer information in a professional and confidential manner. Capture data
about all incoming queries.
ENQUIRIES : Mr Lesiba Sehlapelo Tel No: 012 399 2710
APPLICATIONS : Please forward your application, quoting the relevant reference number,
Government Pensions Administration Agency, 34 Hamilton Street, or Private BAG
X63, Arcadia, Pretoria, 0001
FOR ATTENTION : Mr Lesiba Sehlapelo– Recruitment
NOTE : Various Call Centre Agent positions are currently available at the GPAA. The
positions will be filled as 12 month contract positions. The purpose of the role is:
To provide professional call centre and enquiry resolution services to all
stakeholders and customers of GPAA.

 

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