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
