Bilingual Call Centre Agent - NYSC Intern 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 Limited.

 Job Title:  Bilingual Call Centre Agent - NYSC Intern

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
• Knowledge of administration and clerical processes