1. Resolve inbound customer queries:
- Receive, handle, and resolve all incoming customer queries and enquiries timeously in a professional manner, using information from the system across the various channels.
- Verify customers to make sure that you are addressing the member of the Fund before giving out information.
- Explain benefit structure of Fund and provide a breakdown of benefits when required.
- Update client regarding progress of payments when required and provide estimated payments calculated using the system.
- Handle difficult calls by remaining calm, demonstrating patience and willingness to help and resolve problems.
- Escalate customer enquiries to relevant departments for investigation and ensure that these are closed.
- Update notes on the system regarding the received request from the various channels.
- Log all calls, WhatsApp messages, mobile app queries and USSD received onto the system.
- Maintain the service level agreement requirements for the Contact Centre.
2. Perform administrative duties:
- Complete all required administration duties, accurately and timeously.
- Receive emails, faxes, etc and direct as appropriate within stipulated time frames.
- Complete photocopies, as requested.
3. Respond to channel (email, WhatsApp, USSD, and mobile applications enquiries):
- Respond to information received via the channels timeously and in a professional manner.
- Log channel and query onto system in terms of standard procedure.
- Escalate channel queries to relevant department where necessary.
- Maintain service level agreements relevant to the Contact Centre when responding to emails.
4. Attend to walk in clients:
- Attend to walk in clients in a professional manner when necessary.
- Request information from other departments to assist with client enquiries.
TECHNICAL COMPETENCY REQUIREMENTS:
- Knowledge of Pension Funds Act.
- Knowledge of Pension Funds Rules.
- Basic computer literacy.
- Telephone etiquette.
- Typing skills – type 30 words per minutes.
REQUIRED MINIMUM EDUCATION/TRAINING:
- Relevant Diploma.
REQUIRED MINIMUM WORK EXPERIENCE:
- 2 years job-related experience.
- Experience within a retirement fund industry will be an added advantage
CLOSING DATE: 19 January 2024