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Author Topic: Graduate Customer Service At PAL Pensions  (Read 95 times)

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Offline JEFFREY96

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Graduate Customer Service At PAL Pensions
« on: August 22, 2016, 08:41:37 pm »
    Specialization Customer Service Jobs In Nigeria
    Industry Banking / Financial Services
    Job Type Full Time
    Experience 1-2 year(s)
    Qualification HND, Bachelor’s Degree
    Location Oyo

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

Job Title: Customer Service – Ibadan
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

 

     NSITF:

    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

    OUTBOUND EMAILS

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

 

    NEWSLETTER:

a) 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

   
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