Customer Service at Pal Pensions

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 :

1. Log on between 8am-5pm
2. Ensure no missed chats
3. Quality in Service and Query resolution
4. Offline messages must be responded to on the 1^st working day after the message was sent

Letters:

1. All letters received must be logged in the CRM
2. Response to all letters 24 hours of receipt

Telephone calls (Inbound):

1. Log on CRM immediately
2. Resolution time max 24 hrs

Client Profile update:

• DOB (approval from PENCOM)
• New Employer (RC Number/TIN/PENCOM Employer code)
• Others

1. Updated on Sybase within 24 hours and on ELO within 48 hours on receipt of request and complete documents

NSITF:

1. Compilation to PENCOM/Trustfund for approval
2. Follow up and reminders to PENCOM/Trustfund
3. Request to DPFC for payment on receipt of approval
4. Payment and notification of Client

OUTBOUND EMAILS

1. Once a month + EMS (By 2^nd working day of the month)

NEWSLETTER:

a) Material just be ready 1^st day of the last month of the quarter (1^st March,1^st June, 1^st September 1^st December)

2. Topics to be submitted 2 weeks to the beginning of each year.

SOCIAL NETWORK : Twitter, Facebook, LinkedIn

1. Log on CRM - immediately
2. Query Resolution – 2 hours on receipt of query
3. Conversational calendar – review and approval 2 weeks before end of month

PAL HNI:

1.  Compile list and send to regions last week of preceding month
2. Provide Support (Order Cake and cards)
3. Ensure funds are transferred to the regions by 1^st working day of the month
4. Ensure cards are signed and sent to regions by 1^st 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