Customer Support Advisor - Pensions

Join our team at WFOSL as a Customer Support Advisor - Pensions, where you will play a vital role as a Junior Customer Service Representative. Your main responsibility will be to act as the primary point of contact for clients and beneficiaries regarding pension-related inquiries. You will provide exceptional service and support, ensuring a positive customer experience and adherence to service level agreements. As a part of Servaada, a Wipro company, you will receive training on pension products and processes to excel in your role. Your presence in the office for 5 days a week will contribute to the seamless operation of customer support.

About WFOSL: Servaada, a Wipro company, is a leading provider for pension schemes authorized by the FCA. At WFOSL, we offer regulated outsourcing services within the Financial Services industry. We provide end-to-end front and back-office support to ensure our clients receive exemplary service.

Your Benefits: As a Junior Customer Service Representative, you will receive a competitive salary, a comprehensive benefits package, and opportunities for personal and professional development. You will be part of a dynamic team dedicated to enhancing customer experiences and upholding service excellence.

Responsibilities: As a Customer Support Advisor for pensions, your responsibilities will include:

• Acting as the primary point of contact for pension-related inquiries.
• Responding promptly to customer queries via various channels.
• Providing accurate information on pension plans.
• Guiding clients through online portals.
• Escalating complex issues.
• Maintaining customer records.
• Staying updated on pension regulations.
• Participating in training sessions.
• Contributing to process improvement.

Mandatory Skills: Qualified candidates will possess a high school diploma or equivalent, prior experience in customer service, excellent communication skills, empathy, and patience in handling customer inquiries.

Desirable Skills & Knowledge: Desired skills include the ability to multitask effectively, proficiency in customer service software and Microsoft Office applications, strong problem-solving skills, a proactive attitude, teamwork, and flexibility to work in shifts.

Equal Opportunities: WFOSL is committed to creating a diverse and inclusive workplace. We are advocates for positive change and conscious inclusion, welcoming applicants from all backgrounds to join our team and contribute to a culture of equality and diversity.

Performance Parameters: Service Desk Delivery: Adherence to TAT, SLA per SoW, Minimal Escalation, Customer Experience Personal: Attendance, Documentation etc.

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