Customer Service Representative at Pal Pension

Pal Pension - 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.

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Oyo
Category: Customer Service
Level: Recent Grad
Job Type: Full-Time
Duration: Fulltime/Long-term
Start date: 08/18/2016

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:

  • 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


  • 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


  • 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

Outband Emails:

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


  • 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


  • 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


  • Reports of all activities for the week compiled and send to Head, Pension Service Centre

Desired Qualities

  • Minimum Educated 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