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Job Description
Servaada, a Wipro company is looking for a dedicated and customer-focused individual to join our team as a Senior Customer Service Representative, specialising in pensions. As the first point of contact for our clients and beneficiaries, you will play a crucial role in providing exceptional service and support for pension-related inquiries and concerns. Your strong communication skills, empathy, and in-depth knowledge of pension products and processes will be instrumental in ensuring a positive and satisfactory customer experience. This role will be required to work from office for 5 days a week.
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About Servaada, a Wipro company:
Servaada is a separate legal entity, authorised by the FCA and has been set up by Wipro to provide regulated outsourcing services within the Financial Services industry.
Our client is a leading provider for pension schemes and Servaada will be providing business and technology process outsourcing services and providing end to end front and back-office operations support.
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 our online pension portal, guiding them through account setup and usage
- Resolve customer complaints and concerns in a timely and empathetic manner, aiming for first-call resolution whenever possible
- Escalate complex issues to the appropriate internal teams while ensuring follow-up and timely resolution
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 within the financial services or pensions industry
- Knowledge of pension products, retirement plans, and pension-related regulations in the UK
- 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
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