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 Limited
Job Title: Bilingual Call Centre Agent – NYSC Intern (Lagos)
Job Description
• 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
Others Include:
– 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
Desired Qualities
• Bachelor’s Degree in any discipline
• Proficient in relevant computer applications:(Microsoft Office Suite)
• Required language proficiency – Ability to speak two Nigerian Languages
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Some experience in a call center or customer service environment
• Good data entry and typing skills
How to Apply
Click here to Apply Online
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