Are you passionate about customer service and eager to contribute to the efficient delivery of social assistance? The South African Social Security Agency (SASSA) is looking for a dedicated Call Centre Agent to join their team at their Head Office in Pretoria. This permanent position offers an excellent opportunity to start or advance your career in public service while making a real difference in the lives of South Africans.

Position Overview

Salary: R202,233 – R235,611 per annum (excluding benefits)
Location: Head Office, Pretoria
Reference No: SAS 12/12/2024-18
Nature of Position: Permanent

The Call Centre Agent will be at the forefront of SASSA’s operations, providing vital support to customers who rely on social assistance. You will be the first point of contact for clients, helping them navigate the complex systems of social grants and services, answering queries, and escalating issues when needed.

Key Responsibilities

As a Call Centre Agent, your primary duties will include:

• Receiving and placing calls: Answer incoming calls from clients and make necessary follow-up calls.
• Registration and escalation: Capture customer interactions in the Customer Care Application system, ensuring all inquiries are logged and escalated when necessary.
• Investigating and providing feedback: Work to resolve customer queries effectively, providing clear and accurate feedback.
• Updating information: Maintain up-to-date client information on the Integrated Customer Care Application, ensuring accuracy and completeness.
• Monitoring and following up: Track the progress of requests that have been sent to the back office or relevant departments, ensuring that client needs are met promptly.
• Attending to e-mail inquiries: Respond to customer emails, offering the same level of attentive service as phone interactions.
• Customer education: Provide clients with essential information about the services and processes, guiding them through their concerns.
• Directing calls: Route calls to the appropriate officials to ensure all client needs are addressed effectively.

Minimum Requirements

To be considered for this role, candidates must meet the following criteria:

• Senior Certificate (NQF Level 4): A completed Grade 12 or equivalent is essential.
• Computer literacy: Proficiency in computer systems is crucial for managing customer interactions and updates on the Customer Care Application.

Experience and Knowledge

• Experience: 0-1 years of experience in a customer service or call center environment.
• Knowledge and Skills:
  • Understanding of SOCPEN (Social Pension System)
  • Familiarity with Legislation, Policy, and Procedures related to the Social Assistance Act and the SASSA Act.
  • Awareness of Organizational arrangements and procedures within the social assistance domain.

Why Join SASSA?

This is an exciting opportunity to join one of the most impactful organizations in South Africa, which plays a pivotal role in the lives of millions of citizens. Working at SASSA means being part of a team that ensures vulnerable South Africans have access to essential social grants and support services.

In this role, you will:

• Develop important skills in customer service, case management, and public sector operations.
• Contribute to SASSA’s mission of providing social support to those who need it most.
• Be part of a supportive team dedicated to helping clients and improving public services.

How to Apply

To apply for the Call Centre Agent position, please note that applications must be hand-delivered to:

Address:
501 Prodinsa Building, SASSA Head Office
Corner Steve Biko and Pretorius Street, Pretoria 0083