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
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.
REQUIREMENTS:
? An appropriate three-year tertiary qualification (at least 360 credits NQF level 6) 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 similar financial institutions.
OR
? A Grade 12 Certificate/Senior Certificate (Matric/Vocational Certificate) 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 or similar
financial institutions.
? 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
