Customer Services Agent - Vereeniging

A Customer Servces Agent in a Labour Relations environment in Vereeniging *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 Mission, Vision and Statement. *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 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, Busi