CUSTOMER SERVICE AGENT
Duties and Responsibilities
- Logs and tracks all enquiries and complaints on the system (first line of support).
- 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.
- 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
Requirements
Qualifications
- Matric (Grade 12)
- Knowledge of collective agreements and Labour Relations Act
- Knowledge and experience of Funds and Returns (Manual & Online) processing.
- Above average verbal communication and listening skills
- Customer service orientated behavior towards callers, service providers,
- Advance computer literacy
- Query resolution skills and in particular labour matters
- Customer orientated behavior
- Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results
Closing date: Not Specified
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