Africa Pension Fund (APeF) is looking for dynamic, visionary, and experienced professionals to join our team. With our expertise in Deposit Administration Schemes, Pension Fund Management, Investment Advisory, Fund Management, and Capital Mobilization, we are dedicated to fostering financial growth and providing meaningful solutions. If you have the right qualifications, experience, and a passion for innovation in the financial sector, we want to hear from you.

CUSTOMER CARE

• Position Count: 1

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.