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 Description
Log on to Fonality and CRM between 8am-5pm
Answer phone promptly – 100% of all calls must be picked
Promptly respond to customer request both telephony and email
Ensure an AHT of 2.15min per call
Log all queries received on CRM immediately
Research required information using available resources
Others Include:
- Display polite phone etiquette while receiving customer’s call
- Provide customers with product and service information
- Identify, troubleshoot and resolve customer issues using the computer system - CRM
- Interpret, verify and accurately enter data in CRM in processing customer’s call
- Follow-up on customer enquiries not immediately resolved
- Learn, understand and maintain knowledge of products and services offered by the company
- Collect accurate and complete information from customers
- Communicate with other units and all members of Customer Service Team
- Attend and participate in company Quality Assurance and Compliance in-service/training programs on an ongoing basis
- Collate report weekly
- Research contribution issues and resolve
- Recognize, document and alert supervisor of trends in customer calls
- Recommend process improvements
Desired Qualities
Bachelor’s Degree in any discipline
Proficient in relevant computer applications:(Microsoft Office Suite)
Required language proficiency - Ability to speak two Nigerian Languages
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Some experience in a call center or customer service environment
Good data entry and typing skills
Knowledge of administration and clerical processes
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