GOVERNMENT PENSIONS ADMINISTRATION AGENCY (GPAA): CALL CENTRE AGENTS

GOVERNMENT PENSIONS ADMINISTRATION AGENCY (GPAA)

CLOSING DATE : 26 May 2023 before 12h00 noon No late applications will be considered.

NOTE : Take Note of The Disclaimer Mentioned on Each Advert. It is mandatory that
applications which consist of a signed Z83, and comprehensive CV be emailed
to the respective email addresses indicated on each advert. Ensure that you
use the correct inbox/email. Applications send to the incorrect inbox will be
deemed a regret. Ensure to sign your Z83 before you scan it.

Please use your signature or valid e-signature and not your name written in block/typed print. A
Z83 not signed will be deemed a regret. From 1 January 2021, a new
application for employment (Z83) form will be effective and if the old Z83 is
used, it will be deemed a regret. Should an individual wish to apply for a post
after 1 January 2021, he/she will be required to submit the new application for
employment form which can be downloaded at www.dpsa.gov.za-vacancies or
http://www.gpaa.gov.za

Requirements: Applications must be submitted on the
new form Z83 as indicate above (signed and scanned). The relevant reference
number must be quoted on all documentation and on the subject heading of
the email. An application should consist of (a) a comprehensive and detailed
CV (specifying all experience and duties, indicating the respective dates
MM/YY as well as indicating references with full contact details) and (b) a duly
completed Z83 (refer to Circular No 19 of 2022 in this regard).

When applying through the online system, applicants are required to attach copies of all
qualifications including National Senior Certificate/Matric certificate/equivalent/
ID, etc., however, these documents need not be certified at the point of
application, but certification will be required prior to attending the interview. The
candidate must agree to the following: Shortlisted candidates must avail
themselves for a virtual or in-person panel interview at a date and time
determined by the GPAA.

Note that certain information contained in the application (CV and Z83) may be verified through the request for official documents and or other methods of verification and proof (when shortlisted).
The certification of all supporting documents will be expected of the shortlisted
candidates only. Applicants must note that pre-employment checks and
references will be conducted once they are short-listed and the appointment is
also subject to a positive outcome on these checks, which include but not
limited to: security clearance, security vetting, qualification/study verification,
citizenship verification, financial/asset record check, previous employment
verification and criminal record.

Applicants will be required to meet vetting requirements as prescribed by Minimum Information Security Standards. It is the applicant’s responsibility to have foreign qualifications evaluated by the
South African Qualifications Authority (SAQA). Correspondence will only be
conducted with the short- listed candidates. If you have not been contacted
within six (6) months after the closing date of this advertisement, please accept
that your application was unsuccessful. The candidate must take note of: It is
intended to promote representativeness through the filling of these posts and
the candidature of persons whose promotion/ appointment will promote
representativeness, will receive preference.

Disabled persons are encouraged to apply. For applications on salary levels 11 – 15, the inclusive remuneration package consists of a basic salary, the state’s contribution to the Government
Employees Pension Fund and a flexible portion in terms of applicable rules.
The GPAA reserves the right to utilize practical exercises/tests/competency
assessments for non-SMS positions during the recruitment process
(candidates who are shortlisted will be informed accordingly) to determine the
suitability of candidates for the post(s). The GPAA reserves the right to cancel
the filling/not to fill a vacancy that was advertised during any stage of the
recruitment process. The successful candidate will have to sign an annual
performance agreement and will be required to undergo a security clearance.

OTHER POSTS

POST 16/51 : CALL CENTRE AGENTS REF NO: CCA/CRM/2023/05-07C
Client Relationship Management
(24 months contracts)
SALARY : R241 485 per annum (Level 06), (basic salary), plus 37% in lieu of benefits
CENTRE : Pretoria (Trevenna Office)

REQUIREMENTS : An appropriate three-year tertiary qualification (at least 360 credits) with 18
months proven experience in handling life insurance/employee benefits or
client relationship management/client care enquiries in a Call Centre OR A
Grade 12 Certificate/Senior Certificate (Matric)/equivalent qualification with
three (3) years proven experience in handling life insurance/employee benefits
or client relationship management/client care enquiries in a Call Centre.

Computer literacy that would include a good working knowledge of Microsoft
Office products. Knowledge of the Public Service Act. Knowledge of Principles
of the GEP Law. Knowledge of Employee Benefits. Knowledge of Microsoft
Office products (Computer Literacy). Excellent communications skills, both
verbal and written. Excellent problem solving skills. Time management skills.
Ability to communicate with clients. Ability to work in a team. Self-management
(ability to work independently).

DUTIES : The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the following: Handling inbound and outbound calls: Receive incoming calls; Respond to client enquiries by providing correct information; Escalate unresolved queries to the assistant manager and business units; Check database for outstanding documents or information.

Resolve Customer queries through telephone, e-mail, web and fax: Receive, handle and resolve all incoming customer queries; Respond to incoming client queries using information from system; Provide a service that exceeds customer expectations at all times; Handle customer information in a
professional and confidential manner; Capture data about all incoming queries.

ENQUIRIES : Mxolisi Makhasana Tel No: 011 941 1953

APPLICATIONS : It is mandatory to email your application (comprehensive CV and new Z83
signed) to recruit3@phakipersonnel.co.za quoting the reference number in the subject heading of the email.

NOTE : The purpose of the role is: To provide professional call centre and enquiry resolution services to all stakeholders and customers of GPAA. Seven contract positions are available at GPAA Call Centre on 24 months contract based at Trevenna Pretoria