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.
  • Liaises with relevant parties to resolve complaints.
  • Provides 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 Company’s Mission, Vision and Statement.


  • 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
  • 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