Customer Service Agent

Duties and Responsibilities Logs and tracks all enquiries and complaints on the system (first line of support). Handles all general and specific telephonic contact. Assist walk-in clients Conducts preliminary investigations on labour matters. Liaises with relevant parties to resolve complaints. Provides customer services to members, establishments, service providers and parties via telephonic and other customer contact methods. Assist Designated Agents with admin work. 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. Knowledge of industry collective agreements and Labour Relations Act 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. Adopt appropriate interpersonal style in achieving task accomplishment, modifying behavior according to tasks and individuals involved. Must be a good team player and achieve objectives as set out by supervisor. Must be meticulous in carrying out tasks/instructions etc. Must have interpersonal and telephone etiquette skills. Query resolution skills and in particular labour matters. Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results. Knowledge and experience of Funds and Returns (Manual & Online) processing. Above average verbal communication and listening skills. Customer service orientated behavior towards callers, service providers, Requirements Qualifications Matric (Grade 12) Advance computer literacy Labour Relations, Client Services, or any Business related qualification will be advantageous.