Description : CUSTOMER SERVICE AGENT. Company : Motor Industry Bargaining Council. Location : Mpumalanga, KwaZulu-Natal
Duties and Responsibilities
- Logs and tracks all enquiries and complaints on the system (first line of support).
- Receive and capture provident fund claims in line with the relevant policies
- Receive other funds claims and forward them to SSC for processing (AHP and SAF)
- Handles all general and specific telephonic contact.
- Assist walk-in clients
- Conducts preliminary investigations on labour matters.
- Liaises with relevant parties to resolve complaints.
- Provides customer services to members, establishments, service providers and parties via telephonic and other customer contact methods.
- Manage office petty cash, stationery and office consumables
- Supervise the temporary staff
- Compile and submit attendance register and time sheet
- Assist Designated Agents with admin work
- Ensures service levels and performance is maintained in terms of the national MIBCO Mission, Vision and Statement
Knowledge / Experience / Skills / Abilities
- Ability to withstand pressure and provide the clients/customers with above average services
- Knowledge of industry collective agreements and Labour Relations Act
- 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
- Adopt appropriate interpersonal style in achieving task accomplishment, modifying behavior according to tasks and individuals involved
- Must be a good team player and achieve objectives as set out by supervisor
- Must be meticulous in carrying out tasks/instructions etc.
- Must have interpersonal and telephone etiquette skills
Qualifications
- Matric (Grade 12)
- Knowledge and experience of provident funds and Client Services
- Labour related, Client Services, Business related certificate will be advantageous
- Above average verbal communication and listening skills
- Customer service orientated behavior towards callers, service providers,
- Advance computer literacy
- Query resolution skills
- Customer orientated behavior
- Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results
