Business and Finance General

Bilingual Call Centre Agent – NYSC Intern (Lagos) 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 (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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