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Government Pensions Administration Agency (GPAA) is recruiting Call Centre Agents

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The Government Pensions Administration Agency (GPAA) is hiring and invites applications for the vacancy: CALL CENTRE AGENTS REF NO: CCA/CRM/2023/05-07C.

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

  • LOCATION: Pretoria (Trevenna Office)
  • REMUNERATION: R241 485 per annum (Level 06), (basic salary), plus 37% in lieu of benefits

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 [email protected] quoting the reference number in the subject heading of the email.

Applications must be submitted on the prescribed form Z83 (obtainable from any Public Service Department office i.e effective 01 January 2021 or on the DPSA web site link: https://www.dpsa.gov.za/newsroom/psvc/.

Should an application be received using incorrect application employment form Z83, it will be disqualified, which must be originally signed and dated by the applicant and which must be accompanied by a detailed CV only (with full particulars of the applicants’ training, qualifications, competencies, knowledge & experience).

Only shortlisted candidates will be required to submit certified copies of qualifications and other related documents on or before the day of the interview which should not be older than six months.

Failure to comply with the above instructions will result in applications being disqualified.

The successful candidates will be subjected to Personnel Suitability Checks (criminal record, citizenship & financial/asset record checks and qualification and employment verification). Successful candidates will also be subjected to security clearance processes.

Applicants who do not receive confirmation or feedback within 3 (three) months after the closing date, please consider your application unsuccessful.

Due to the large volume of responses anticipated, receipt of applications will not be acknowledged and correspondence will be limited to short-listed candidates only.


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