Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Introduction:

Wipro Financial Outsourcing Services Ltd (WFOSL) is looking for a dedicated and customer-focused individual to join our team as a Junior Customer Service Representative. As the first point of contact for our clients, you will play a crucial role in providing exceptional service and support for pension-related inquiries and concerns. Your strong verbal and written communication skills, empathy, and good judgement will be instrumental in ensuring a positive and satisfactory customer experience. We will ensure training on pensions products and processes to enable you to thrive in your role. This role will be required to work from office for 5 days a week.

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Responsibilities:

• Act as the primary point of contact for clients and beneficiaries regarding pension-related inquiries, including account information, benefits, and retirement options
• Respond promptly and professionally to customer queries via various communication channels, such as phone, email, and live chat
• Provide accurate and detailed information about pension plans, contributions, withdrawals, and other related processes
• Assist clients in navigating their online pension portal, guiding them through account setup and usage
• Escalate complex issues to the appropriate internal teams while ensuring follow-up and timely resolution
• Maintain accurate records of customer interactions and update customer profiles in our database
• Stay up to date with changes in pension regulations and policies to provide accurate and compliant information to customers
• Participate in ongoing training sessions to enhance knowledge of pension products and customer service best practices
• Identify opportunities for process improvement and contribute to enhancing the overall customer service experience
  
  

Mandatory Skills:

• High school diploma or equivalent; further education or certifications in customer service or related fields is a plus
• Proven experience in a customer service role
• Excellent communication skills, both verbal and written, with a strong command of English language
• Empathetic and patient approach to handle customer inquiries and concerns with professionalism and courtesy

Desirable Skills & Knowledge:

• Ability to multi-task and manage time effectively in a fast-paced customer service environment
• Proficient in using customer service software, databases, and Microsoft Office applications
• Strong problem-solving skills and a proactive attitude in resolving customer issues
• Positive and enthusiastic team player with a commitment to providing outstanding customer experiences
• Flexibility to work in shifts, including evenings and weekends, as needed

Join our team as a Junior Customer Service Representative for pensions and make a meaningful impact in the lives of our clients and beneficiaries. If you have a passion for customer service, a thorough understanding of pensions, and a desire to assist customers in their financial journey, we welcome you to apply and be part of our dedicated customer service team.

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Your Benefits:

As a Junior Customer Service Representative, you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve.