Duties and Responsibilities

Logs and tracks all enquiries and complaints on the system (first line of support)
Handles all general and specific telephonic contact to the Shared Services
Conducts preliminary investigations
Receive and capture provident fund claims
Liaises with relevant parties to resolve complaints
Provides superior customer services to members, establishments, service providers and parties via telephonic and other customer contact methods
Ensures service levels and performance is maintained in terms of the national company Mission, Vision and Statement

Knowledge / Experience / Skills / Abilities

Ability to withstand pressure and provide the clients/customers with above average services
Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results
Must at all times be diplomatic and assertive with customers/clients
Ability to overcome obstacles, make informed decisions and resolve customer problems
Ability to work independently and use initiative along with problem solving abilities
Ability to build strong effective relationships with all stakeholders, i.e. existing clients and potential clients as well as internal stakeholders, i.e. colleagues and management
Excellent communication skills
Excellent interpersonal and telephone etiquette skills
Must be meticulous in carrying out tasks/instructions with excellent attention to detail Good team player

Qualifications

Matric (Grade 12)
Labour relations qualification / Financial / Administration Certificate or equivalent advantageous
Knowledge and experience of Funds processing
Knowledge and experience of handling difficult complaints Above average verbal communication and listening skills
Customer service orientated behavior towards callers, service providers, Intermediate computer skills

Client Services Representative