Graduate Customer Service Representatives at Pal Pension

Pal Pension - We are a licensed Pension Fund Administrator with over 7 years of professional experience in Pension Funds Administration. We were incorporated on April 14, 2005 to manage and administer retirement savings contributions of employees in Nigeria as a result of the Pension Reform Act of 2004. Pensions Alliance Limited is a joint venture between First Securities Discount House Limited (FSDH) (now known as FSDH Merchant Bank) and African Alliance Insurance Company Limited.

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Oyo
Category: Customer Service
Level: Recent Grad
Job Type: Full-Time
Duration: Fulltime/Long-term
Start date: 08/18/2016

Job Description

• To ensure that the goals and objectives of PAL regarding customer service is carried out and maintained through hard work and dedication to delighting both internal and external customers.
• To provide effective support to PAL customers.
• Provide timely feedback to the Head, Pension Service Centre on customer trend, issues and areas of focus.
• Provide timely feedback to the business on customer complaints, enquiries, trend/ behaviour.
• To ensure that the call centre provides first call resolution to most complaints.
• To minimize call escalations through effective coaching and support.
• Create and foster a positive, successful, and professional work environment where staff choose to work and achieve their goals.

Live Chat:

• Log on between 8am-5pm
• Ensure no missed chats
• Quality in Service and Query resolution
• Offline messages must be responded to on the 1st working day after the message was sent

Letters:

• All letters received must be logged in the CRM
• Response to all letters 24 hours of receipt

Telephone calls (Inbound):

• Log on CRM immediately
• Resolution time max 24 hrs

Client Profile Update:

• DOB (approval from PENCOM)
• New Employer (RC Number/TIN/PENCOM Employer code)
• Others
• Updated on Sybase within 24 hours and on ELO within 48 hours on receipt of request and complete documents

NSTIF:

• Compilation to PENCOM/Trustfund for approval
• Follow up and reminders to PENCOM/Trustfund
• Request to DPFC for payment on receipt of approval
• Payment and notification of Client

Outband Emails:

• Once a month + EMS (By 2nd working day of the month)

Newsletter:

• Material just be ready 1st day of the last month of the quarter (1st March,1st June, 1st September 1st December)
• Topics to be submitted 2 weeks to the beginning of each year.

Social Network: Twitter, Facebook, LinkedIn

• Log on CRM - immediately
• Query Resolution - 2 hours on receipt of query
• Conversational calendar - review and approval 2 weeks before end of month

PAL HNI:

• Compile list and send to regions last week of preceding month
• Provide Support (Order Cake and cards)
• Ensure funds are transferred to the regions by 1st working day of the month
• Ensure cards are signed and sent to regions by 1st working day of the month

SMS Alert:

• Daily Transaction
• B/D
• MSD/Customer forum ( Staff Request)
• Payment Notification ( Daily)
• Report submitted at the end of the week

Reporting:

• Reports of all activities for the week compiled and send to Head, Pension Service Centre

Desired Qualities

• Minimum Educated level:
  • Bachelor’s Degree in any discipline
  • A Masters degree will be an added advantage
  • 1-2 years relevant experience
• Verbal and written communication skills
• Listening skills
• Problem analysis  solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Sound judgment
• Team work
• Stress tolerance
• Resilience
• Pleasant and friendly mannerism
• A sound knowledge of telephone etiquette
• Strong knowledge of the company’s products
• Basic computer knowledge/technological skills
• Ability to comprehend, capture as well as interpret basic customer information.
• Respectful
• Ability to adapt to change
• Punctuality
• Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online