Neo Mokoele

Customer Service Representative, Inbound/Outbound Call Center Agent

Johannesburg, City of Johannesburg Metropolitan MunicipalityMember since 14 October 2023

CRM

About

Provide exceptional customer service using batho pele principles to ensure claimants and employers receive clear, courteous, and professional assistance regarding Unemployment Insurance Fund (UIF) and Compensation for Occupational Injuries and Diseases Act (COIDA) services. Enhance claim processing efficiency support the accurate and timely submission of claims by guiding customers through application procedures and ensuring all required documentation is complete. Improve public awareness educate and inform clients about their rights, benefits, and obligations under UIF and COIDA, contributing to better compliance with labor regulations.

Resolve issues promptly, address and resolve customer inquiries, disputes, and complaints effectively, minimizing claim delays and enhancingcustomer satisfaction. Ensure accurate data management maintain precise and up-to-date records of customer interactions, claims, and follow-ups using appropriate data management systems. Promote compliance with legal standards to ensure all information provided aligns with UIF and COIDA policies and regulations to promotelegal compliance and prevent fraud.

Contribute to operational efficiency collaborate with internal teams to streamline communication channels, improve service delivery, and reduce response times for claim processing. Maintain confidentiality protect the privacy of claimant information in compliance with data protection policies and legislation.

Experience

Customer Service Representative, Inbound/Outbound Call Center Agent - Alteram Solutions (Department of Employment and Labour)

(2022-05 - 2025-02)

Respond to inquiries regarding UIF and COIDA claims, procedures, and benefits.
Assist callers in understanding their rights and obligations under these programs.
Provide updates on the status of claims and applications.
Handling complaints and problem resolution address customer grievances related to delayed or denied claims.
Escalate unresolved issues to appropriate departments.
Present collect and verify claimant information for accurate record-keeping.
Ensure all required documentation is complete and compliant with UIF/COIDA regulations.
System navigation and data entry use customer relationship management (CRM) systems to log inquiries and resolutions.
Input and update customer details in the relevant UIF or COIDA databases.
Policy and information dissemination educate callers on UIF and COIDA policies, benefits eligibility, and application processes.
Explain changes in legislation affecting claims or contributions.
Administrative support process claims-related correspondence via phone, email, and other communication platforms.
Follow up on pending applications and assist in document retrieval or submission.

Quality Assurer - Gauteng Department of Education

(2021-01 - 2021-02)

Receive, control and distribute scripts to marking teams.
Ensure the correct number of scripts and mark sheets per batch during marking.
Assist with controlling, distribution and scanning of scripts and ensuring all questions are marked.
Ensure that the total on each script is correct and correctly transferred to the mark sheet.
Reconcile the number of scripts, control and arrange scripts per subject, paper, numerically for indexed archival after marking.
Ensure each bag of scripts include two copies of MP Flow control list.
Assist with dispatching of scripts to the marking venues.
Ensure marks are added correctly and are transferred to the front cover of the scripts.
Ensure that discrepancies regarding all the above are addressed by the marking teams and amendments effected accordingly on both the script and mark sheet.