About the Role
The Compensation Fund is seeking dedicated Inbound Agents to join its team in Pretoria. This role is pivotal for ensuring that citizens receive the assistance they require regarding their compensation claims and inquiries. Working in this capacity allows you to engage directly with the community, providing essential support and contributing to the improvement of public service. Your efforts will help streamline processes that impact the lives of many South Africans, making this position not just a job, but a meaningful opportunity to serve your fellow citizens.
As an Inbound Agent, you will be part of a dynamic team focused on delivering high-quality customer service. Your role will involve managing inbound queries, capturing COID claims, and continuously looking for ways to enhance our processes. By joining the Compensation Fund, you are stepping into a role where your work directly influences the efficiency and effectiveness of public services in South Africa.
About the Department
The Compensation Fund is dedicated to providing financial support and services to workers who are injured or become ill due to their occupation. Its mission is to ensure that all workers receive the necessary assistance while maintaining a fair and transparent process. The department plays a crucial role in promoting a safe and healthy work environment across the country, which ultimately contributes to the well-being of all South Africans.
Joining the Compensation Fund means becoming part of a team that values integrity, service excellence, and continuous improvement. Working here provides an opportunity to make a tangible difference in the lives of individuals while also supporting the broader goals of public service in South Africa.
What You’ll Do
- Attend to customer queries related to inbound services effectively and efficiently.
- Register and capture COID claims on the operational system accurately.
- Identify and implement continuous process improvements to enhance service delivery.
- Collaborate with team members to achieve the objectives of the Compensation Fund.
- Uphold the principles of quality assurance and customer service excellence in all interactions.
What You’ll Need
- A Grade 12 Certificate (NQF Level 4) is required.
- Knowledge of relevant regulations, laws, and legislation, including PFMA, COIDA, and POPIA.
- Familiarity with call management and query management processes.
- Strong digital acumen and understanding of call centre functionalities.
- Excellent active listening skills and the ability to think critically and innovatively.
- Commitment to service delivery innovation and adherence to Batho Pele principles.
How to Apply
Direct Your Applications to the instructions provided below.
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Requirements
Grade 12 Certificate.(NQF Level 4).
No experience required.
Knowledge: Knowledge of relevant Regulations, Law and Legislation (PFMA, COIDA, POPIA, Promotion of access of Information Access, Public Service Act, Labour Relation Act, National Treasury Regulations).
Digital Acumen/Call Centre Functionalities.
Call Management.
Query Management.
Stakeholder Development and Management.
Compensation Fund, policies, procedures, processes.
Contact Centre vision and objectives.
Contact Centre Performance requirements.
Customer services (Batho Pele Principles).
Customer Care Processes and Procedures.
Legislative Requirements: None.
Skills: Data Collection/Capturing.
Call Management.
Active listening.
Critical and innovative Thinking.
Quality Assurance.
Service Delivery Innovation.
Job Duties
Attend to customer queries for Inbound services.Register and capture COID claims on the operational system.
Perform continuous process improvements.
