Customer Service Executive Job at Associates Consulting Limited

They are recruiting to fill the position below:

Job Position: Customer Service Executive
Job Location: Eket, Akwa Ibom
Employment Type: Contract

 Job Brief

• Our client is currently looking for a Customer Service Executive who will provide exceptional customer service to pension plan participants and beneficiaries.
• You will handle inquiries, resolve issues, and ensure a positive customer experience.
• Additionally, you will collaborate with internal teams to address customer concerns and contribute to process improvements.
• This role requires strong communication skills, attention to detail, and a thorough understanding of pension products and services.

Responsibilities

• Customer Support :Respond to customer inquiries promptly via phone, email, or other communication channels. Assist customers in understanding their pension plans, benefits, and related processes. Provide accurate and relevant information to address customer queries.
• Issue Resolution: Investigate and resolve customer issues related to pension plan accounts, contributions, pay-outs, beneficiary designations, and other related matters. Escalate complex issues to the appropriate departments and follow up to ensure timely resolution.
• Compliance And Regulations: Adhere to regulatory guidelines, company policies, and industry best practices in the pension domain. Stay updated with changes in pension regulations and communicate relevant updates to customers as required.
• Customer Outreach: Proactively reach out to customers for periodic updates, reminders, and important notifications related to their pension plans. Provide personalized assistance to customers during major life events, such as retirement or change of beneficiary.
• Documentation And Data Management: Maintain accurate and up-to-date customer records, ensuring confidentiality and data security. Update customer information, beneficiary details, and account transactions in the company's database or customer relationship management (CRM) system.
• Cross Functional Collaboration: Collaborate with internal teams, such as operations, finance, and legal, to address customer issues, streamline processes, and ensure a seamless customer experience. Provide feedback on customer pain points and contribute to process improvements.
• Quality Assurance: Maintain a high standard of service quality and ensure adherence to service level agreements (SLAs). Conduct regular audits to identify areas for improvement and implement corrective actions
• Customer Education: Educate customers on pension plan features, investment options, withdrawal rules, and tax implications. Provide guidance on retirement planning and assist customers in making informed decisions regarding their pension benefits.
• Record Keeping: Maintain accurate records of customer interactions, inquiries, and resolutions. Generate reports and analyse customer data to identify trends and recommend improvements in service delivery.

Requirements

• Must be graduate with B.Sc. with about 1 - 2 years of experience in a Financial Institution
• Must be resident in Akwa Ibom.

Competencies Required:

• Communication Skills
• Product Knowledge
• Problem Solving
• Technical Proficiency
• Conflict Resolution
• Empathy and Patience
• Active Listening
• Time Management
• Compliance and Regulations

Internal Liason:

• All Departments

Salary
N86, 000 Net Monthly (With HMO and Pension)

Method of Application
Interested and qualified candidates should send their updated CV to: associatesconsultantsltd@gmail.com using "Customer Service Executive" as the subject of the mail.