Permanent Call Centre Agent Positions at SASSA

Permanent Call Centre Agent Positions at SASSA: Everything You Need to Know

The South African Social Security Agency (SASSA) is offering exciting opportunities for individuals interested in working as Permanent Call Centre Agents at their head office in Pretoria.

This role is ideal for candidates who have a Senior Certificate (Matric), computer literacy skills, and a passion for customer service. If you’re looking for a stable job with good benefits and the chance to help South Africans access social security services, this could be the perfect opportunity for you.

About SASSA

SASSA is responsible for administering social grants on behalf of the South African government. The agency ensures that eligible citizens receive financial assistance, including old-age pensions, disability grants, child support grants, and other social benefits. SASSA operates under the Social Assistance Act and the SASSA Act, which guide its policies and procedures.

One of the critical components of SASSA’s operations is its customer care division, which handles inquiries, complaints, and service requests from millions of beneficiaries across the country. This is where the Call Centre Agent role comes in.

Job Overview: Call Centre Agent at SASSA

Position Details

  • Job Title: Call Centre Agent
  • Employment Type: Permanent
  • Salary Range: R202,233 – R235,611 per annum (excluding benefits)
  • Location: SASSA Head Office, Pretoria
  • Reference Number: SAS 12/12/202418

Minimum Requirements

To be eligible for this position, applicants must meet the following criteria:

  • Educational Qualification: Senior Certificate (Matric) or equivalent (NQF Level 4)
  • Experience: 0-1 year of relevant experience (fresh graduates are encouraged to apply)
  • Skills & Competencies:
    • Basic knowledge of SOCPEN (Social Pension System)
    • Understanding of relevant legislation and policies (Social Assistance Act, SASSA Act, etc.)
    • Ability to work in an organizational and structured environment
    • Computer literacy is a must (Microsoft Office and other relevant applications)
    • Good communication and customer service skills

Key Responsibilities of a Call Centre Agent

As a Call Centre Agent at SASSA, your primary role will be to handle customer queries and provide solutions efficiently. Your responsibilities will include:

1. Handling Incoming and Outgoing Calls

  • Answering incoming calls from beneficiaries and the public
  • Making outgoing calls to follow up on customer inquiries
  • Providing accurate information about SASSA services and grants

2. Registering and Escalating Issues

  • Capturing details of customer queries into the Customer Care Application System
  • Escalating complex issues to the appropriate department for resolution
  • Ensuring that each query is logged and attended to within the expected timeframe

3. Providing Customer Feedback

  • Investigating customer complaints and providing timely feedback
  • Updating the Integrated Customer Care Application with new information
  • Ensuring beneficiaries receive the correct support and assistance

4. Monitoring and Following Up on Requests

  • Tracking and following up on cases referred to back-office teams
  • Liaising with responsible managers to resolve outstanding issues
  • Ensuring customers are informed about the progress of their requests

5. Handling Email Inquiries

  • Responding to queries received via email
  • Ensuring professional and clear communication in all written interactions

6. Educating Customers and Directing Calls

  • Providing beneficiaries with accurate information on their rights and available grants
  • Directing calls to the relevant officials when necessary
  • Assisting customers with navigating SASSA services

Why Work as a Call Centre Agent at SASSA?

Working as a Call Centre Agent at SASSA comes with several benefits:

1. Stable Employment

  • As a government employee, you will enjoy job security and long-term career prospects.

2. Competitive Salary and Benefits

  • The salary package ranges from R202,233 to R235,611 per annum, excluding additional benefits such as:
    • Medical aid
    • Pension contributions
    • Annual leave and sick leave

3. Career Growth Opportunities

  • Employees can advance within SASSA by gaining experience and applying for higher positions.

4. Making a Difference

  • You’ll play a key role in helping South Africans access essential social grants, improving their quality of life.

How to Apply for the SASSA Call Centre Agent Position

If you meet the requirements and are interested in applying, follow these steps:

Step 1: Complete the New Z83 Application Form

  • The Z83 application form is mandatory for all government job applications.
  • You can download the form from official government websites or obtain it from SASSA offices.
  • Ensure that all fields are completed and signed to avoid disqualification.

Step 2: Prepare Your Curriculum Vitae (CV)

  • Your CV must be detailed and include relevant work experience (if any), educational qualifications, and skills.
  • Highlight customer service experience and computer literacy skills if applicable.

Step 3: Submit Your Application

  • Applications must be hand-delivered to the following address:
    501 Prodinsa Building, SASSA Head Office, Corner Steve Biko and Pretorius Street, Pretoria, 0083.
  • Note: Emailed or faxed applications will not be considered.

Tips for a Successful Application

  1. Follow Instructions Carefully – Ensure you complete the Z83 form properly and attach all required documents.
  2. Highlight Relevant Skills – Emphasize customer service experience and computer literacy in your CV.
  3. Submit Before the Deadline – Late applications will not be considered. Submit well before 25 February 2025.
  4. Prepare for the Interview – If shortlisted, be ready to discuss your knowledge of SASSA’s functions and customer service principles.

Conclusion

The Permanent Call Centre Agent position at SASSA is an excellent opportunity for individuals looking for a stable and rewarding career in government. With a competitive salary, growth opportunities, and the chance to serve the public, this role is ideal for job seekers with matric and customer service skills.

If you meet the requirements, don’t miss this chance—apply before 25 Feb 2025 and take the first step towards a meaningful career with SASSA!

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