VARIOUS CUSTOMER SERVICE 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: CALL CENTRE AGENTS

POST 42/23 : VARIOUS CUSTOMER SERVICE AGENTS
12 months contract
SALARY : R196 407 (basic salary) (Level 06) plus 37% in lieu of benefits
CENTRE : Johannesburg walk in Centre – Johannesburg (Ref No: CSA/WICJ/10-1C)
Pretoria back office – Head Office (Ref No: CSA/BO/10-4C)
KZN Regional – Durban and Pietermaritzburg (Ref No: CSA/KZN/10-6C)
Northern Cape Regional Office – Kimberley (Ref No: CSA/NC/10-1C)
Mpumalanga Regional Office – Nelspruit (Ref No: CSA/MPU/10-1C)
Limpopo Regional Office – Polokwane (Ref No: CSA/LIMP/10-1C)
Free State Regional Office – Bloemfontein (Ref No: CSA/FS/10-2C)
Free State Satellite Office – Phuthaditjhaba (Ref No: CSA/FS/PHUT/10-1C)
North West Regional Office – Mafikeng (Ref No: CSA/NW/10-2C)
North West Satellite Office – Rustenburg (Ref No: CSA/NWRUST/10-1C)
Eastern Cape Regional Office – Port Elizabeth (Ref No: CSA/ECPE/10-3C)
Eastern Cape Regional Office – Mthatha (Ref No: CSA/ECMTHAT/10-1C)
Eastern Cape Regional Office – Bisho (Ref No: CSA/ECBHIS/10-1C)
Western Cape Regional Office – Cape Town (Ref No: CSA/WC/10-2C)
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 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 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 advantage. 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.
26
DUTIES : 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.
ENQUIRIES : Ms Mapule Mahlangu on Tel No: 012 399 2369 for JHB Walk in Centre, Back
Office, Free State, North West – Mafikeng and Rustenburg
Ms Felicia Mahlaba on Tel No: 012 319 1455 for KZN and Western Cape
Ms Zwonaka Makhani on Tel No: 012 319 1075 for Mpumalanga, Limpopo,
Eastern Cape- Port Elizabeth, Mtatha, Bisho
APPLICATIONS : Please forward your application, quoting the relevant reference number, and either
post to: Government Pensions Administration Agency, 34 Hamilton Street, or
Private BAG X63, Arcadia, Pretoria, 0001 or hand deliver to the GPAA Regional
Office in the Province applying for (details available on www.gpaa.gov.za)
FOR ATTENTION : Ms Mapule Mahlangu – Recruitment (JHB Walk in Centre, Back Office, Free State,
North West) OR Ms Felicia Mahlaba – Recruitment for KZN and Western Cape or
Ms Zwonaka Makhani – Recruitment for Mpumalanga, Limpopo, Eastern Cape
NOTE : Various Customer Service Agent positions are currently available at the
Government Pensions Administration Agency. 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. These positions
will be filled on 12 months contract. The applications of individuals currently
residing in the area applying for, may receive preference.

 

Image: Pixabay

 

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