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 Education 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
Apply via :
s.talentbase.ng
