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.