Client Services Representative

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 Mibco 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