Customer Service - Lagos Mainland

Customer Service
rnJob TypeFull Time
rnQualificationBA/BSc/HND MBA/MSc/MA
rnExperience1 - 2 years
rnLocation Oyo
rnJob FieldCustomer Care
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rnJob Description
rnTo 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.
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rnTo provide effective support to PAL customers.
rnProvide timely feedback to the Head, Pension Service Centre on customer trend, issues and areas of focus.
rnProvide timely feedback to the business on customer complaints, enquiries, trend/ behaviour.
rnTo ensure that the call centre provides first call resolution to most complaints.
rnTo minimize call escalations through effective coaching and support.
rnCreate and foster a positive, successful, and professional work environment where staff choose to work and achieve their goals.
rnLive Chat :
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rnLog on between 8am-5pm
rnEnsure no missed chats
rnQuality in Service and Query resolution
rnOffline messages must be responded to on the 1st working day after the message was sent
rnLetters:
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rnAll letters received must be logged in the CRM
rnResponse to all letters 24 hours of receipt
rnTelephone calls (Inbound):
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rnLog on CRM immediately
rnResolution time max 24 hrs
rnClient Profile update:
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rnDOB (approval from PENCOM)
rnNew Employer (RC Number/TIN/PENCOM Employer code)
rnOthers
rnUpdated on Sybase within 24 hours and on ELO within 48 hours on receipt of request and complete documents
rnNSITF:
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rnCompilation to PENCOM/Trustfund for approval
rnFollow up and reminders to PENCOM/Trustfund
rnRequest to DPFC for payment on receipt of approval
rnPayment and notification of Client
rnOUTBOUND EMAILS
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rnOnce a month + EMS (By 2nd working day of the month)
rnNEWSLETTER:
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rna) Material just be ready 1st day of the last month of the quarter (1st March,1st June, 1st September 1st December)
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rnTopics to be submitted 2 weeks to the beginning of each year.
rnSOCIAL NETWORK : Twitter, Facebook, LinkedIn
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rnLog on CRM - immediately
rnQuery Resolution – 2 hours on receipt of query
rnConversational calendar – review and approval 2 weeks before end of month
rnPAL HNI:
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rn Compile list and send to regions last week of preceding month
rnProvide Support (Order Cake and cards)
rnEnsure funds are transferred to the regions by 1st working day of the month
rnEnsure cards are signed and sent to regions by 1st working day of the month
rnSMS Alert :
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rnDaily Transaction
rnB/D
rnMSD/Customer forum ( Staff Request)
rnPayment Notification ( Daily)
rnReport submitted at the end of the week
rn REPORTING:
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rnReports of all activities for the week compiled and send to Head, Pension Service Centre
rnDesired Qualities
rnMinimum Education level
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rnBachelor’s Degree in any discipline
rnA Masters degree will be an added advantage
rn1-2 years relevant experience
rnVerbal and written communication skills
rnListening skills
rnProblem analysis solving
rnCustomer service orientation
rnOrganizational skills
rnAttention to detail
rnSound judgment
rnTeam work
rnStress tolerance
rnResilience
rnPleasant and friendly mannerism
rnA sound knowledge of telephone etiquette
rnStrong knowledge of the company’s products
rnBasic computer knowledge/technological skills
rnAbility to comprehend, capture as well as interpret basic customer information.
rnRespectful
rnAbility to adapt to change
rnPunctuality
rnDependability; to follow instructions as well as take responsibility for their actions and also keep commitments
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