PAL Pensions (PAL) was 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 is a joint venture between FSDH Merchant Bank and African Alliance Insurance Company Limited.
Pensions Alliance Limited is one of the top seven PFAs in Nigeria with assets under management of N185 billion as at 31st July 2015. Our customer base cuts across key segments of the pension fund management industry including; Private sector, Public sector – (Federal Civil Service, Federal Government Establishments and State Governments); and defined benefits or legacy schemes.
Job Title: Call Centre Agent
Location(s): Nigeria / Lagos
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 HPSC 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.
Desired Qualities
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
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 Other duties assigned.
How To Apply
Interested candidates should;
Click here to apply
Application Deadline Date
Not stated
Pensions Alliance Limited is one of the top seven PFAs in Nigeria with assets under management of N185 billion as at 31st July 2015. Our customer base cuts across key segments of the pension fund management industry including; Private sector, Public sector – (Federal Civil Service, Federal Government Establishments and State Governments); and defined benefits or legacy schemes.
Job Title: Call Centre Agent
Location(s): Nigeria / Lagos
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 HPSC 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.
Desired Qualities
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
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 Other duties assigned.
How To Apply
Interested candidates should;
Click here to apply
Application Deadline Date
Not stated
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