CUSTOMER SERVICE AGENT

GOVERNMENT PENSIONS ADMINISTRATION AGENCY (GPAA)
CLOSING DATE : 31 July 2020 at 12h00 noon No late applications will be considered.
NOTE : Take note of the disclaimer mentioned on each advert during COVID lockdown. It
is preferred that applications with supporting documentation, including signed Z83
be emailed to the respective email addresses indicated on each advert. Ensure that
you use the correct inbox/email. Applications send to the incorrect inbox will be
deemed a regret. Ensure to sign your Z83 before you scan it. A Z83 not signed, will
be deemed a regret. Only send documents related to the requirements in the
advert. 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) 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: All copies must be
certified in the past 6 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. One of the minimum entry requirements for SMS is
the pre-entry certificate. For more details on the pre-entry course visit:
https://www.thensg.gov.za/training-course/sms-pre-entry-programme/ 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: LABOUR RELATIONS OFFICER

POST 17/15 : CUSTOMER SERVICE AGENT REF NO: CSA/WC/06-2C
(12 months contract)
Client Services
SALARY : R208 584 per annum (Level 06) plus 37% in lieu of benefits
CENTRE : Western Cape Regional Office (Cape Town)
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 preferably in Life Insurance or Employee
Benefits or Medical Aid environments 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 preferably in Life Insurance
or Employee Benefits or Medical Aid environments. 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. The applications of
individuals currently residing in the Province applying for may receive preference
(Western Cape)
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
19
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. Excellent problem solving skills, excellent presentation skills,
excellent communication skills, both verbal and written. Ability to communicate with
clients. Time management skills, Self-management – being able to work
independently, Knowledge of Employee Benefits, Knowledge of client relations
management, Geographical knowledge of the Province applying for.
ENQUIRIES : Mr Lesiba Sehlapelo Tel No: (012) 399 2710
APPLICATIONS : Please forward your application, quoting the relevant reference number, in the
heading to the email below: # Disclaimer during COVID 19 lockdown stages: With
the restrictions on social distancing during phases 5 to 2, you may email your
application with the relevant supporting documentation to Recruit3@gpaa.gov.za
quoting the reference number in the heading.
FOR ATTENTION : Mr Lesiba Sehlapelo – Recruitment
NOTE : Various 12 month contract positions for Customer Service Agents are currently
available at Western Cape Regional office of the GPAA.

Image: Pixabay

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