Customer Service Officer

Job opening: customer service jobs, jobs in Nigeria

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Customer Service Officer
Location: All Nigeria
Last update:

Ad description

Responsibilities:

  • 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-5pm
  • Ensure no missed chats
  • Quality in Service and Query resolution
  • Offline messages must be responded to on the 1st working day after the message was sent

Letters:

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

Telephone calls (Inbound):

  • Log on CRM immediately
  • Resolution 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 approval
  • Follow up and reminders to PENCOM/Trustfund
  • Request to DPFC for payment on receipt of approval
  • Payment and notification of Client

OUTBOUND EMAILS

  • Once a month + EMS (By 2nd working day of the month)

NEWSLETTER:

  • 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 - immediately
  • Query Resolution – 2 hours on receipt of query
  • Conversational calendar – review and approval 2 weeks before end of month

PAL HNI:

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

Qualifications/Skills:

  • 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

job.naij@gmail.com
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