Summary
Date Posted: Monday, March 10 2025, Base Salary: Not Disclosed

JOB DETAILS:
Key Responsibilities:
• Customer Engagement: Act as the first point of contact for customer inquiries, addressing concerns promptly and providing accurate, comprehensive information about pension schemes and investment products.

• Complaint Resolution: Manage customer complaints professionally, resolving issues within scope and escalating complex matters to the Operations Manager or relevant departments for swift resolution.

• Member Onboarding: Facilitate the onboarding process for new clients by guiding them through enrolment, assisting with documentation, and ensuring a seamless and positive experience.

• Service Quality Assurance: Deliver exceptional customer service by adhering to the organization’s service quality standards, fostering trust, satisfaction, and long-term relationships with clients.

• Information Dissemination: Provide up-to-date and accurate information to clients regarding products, policies, services, fund performance, and account statements.

• Customer Records Management: Maintain and update customer records in the system, ensuring accuracy, data integrity, and compliance with regulatory requirements.

• Feedback Collection: Gather customer feedback to identify improvement areas, presenting insights and actionable suggestions to the Operations Manager to enhance service quality.

• Communication with Stakeholders: Collaborate with internal departments, including operations and IT, to address customer concerns effectively and improve overall service delivery.

• Customer Engagement Events: Assist in planning and coordinating client engagement activities, such as seminars, workshops, or informational sessions, to educate and engage clients on pension and investment services.

• Reporting: Prepare and present periodic customer service reports, highlighting key trends, resolved issues, and opportunities for improving customer satisfaction.

• Ad Hoc Tasks: Undertake additional responsibilities and tasks assigned by the Operations Manager to support the customer care function and organizational goals.

Candidate Experience Requirements:
• Minimum of 2 years of experience in customer service roles, preferably in the financial services industry.
• Strong interpersonal and communication skills.
Qualifications:
• Diploma or Bachelor’s degree in Communication, Business, or related fields.

Work Hours: 8

Experience in Months: 24

Level of Education: Associate Degree

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