Graduate Customer Service at PAL Pensions

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 LimitedJob 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-5pmEnsure no missed chatsQuality in Service and Query resolutionOffline messages must be responded to on the 1st working day after the message was sent Letters: All letters received must be logged in the CRMResponse to all letters 24 hours of receipt   Telephone calls (Inbound): Log on CRM immediatelyResolution 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 approvalFollow up and reminders to PENCOM/TrustfundRequest to DPFC for payment on receipt of approvalPayment 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 - immediatelyQuery Resolution – 2 hours on receipt of queryConversational calendar – review and approval 2 weeks before end of month   PAL HNI:  Compile list and send to regions last week of preceding monthProvide Support (Order Cake and cards)Ensure funds are transferred to the regions by 1st working day of the monthEnsure cards are signed and sent to regions by 1st working day of the month  SMS Alert : Daily TransactionB/DMSD/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

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