Customer Service Representative at Triple H Consulting

Triple H Consulting is a human resource consulting firm that provides clients with the solutions to solve their talent acquisition dilemma.

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Eket, Akwa Ibom
Employment Type: Contract
Department / Unit: Contributions
Reports To: Head, Contributions

General Description

The primary responsibility will be to 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.

Key Performance Indicators / Measurement Criteria

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.
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
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.
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.
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.

Internal Liason: