Customer Service Agent

6 months ago

Reading, United Kingdom Wipro Limited Full time

Roles & Responsibilities:
**CUSTOMER SERVICE AGENT - Pensions & Insurance**

WFOSL (Wipro Financial Outsourcing Services Ltd.) 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 workplace pension schemes and WFOSL will be providing business and technology process outsourcing services and providing end to end front and backoffice operations support.

**OVERVIEW**:
We are seeking 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’ll ensure training on pensions products and processes to enable you thrive in your role.

**RESPONSIBILITIES**:

- Act as the primary point of contact for clients and beneficiaries regarding pension-related inquiries, including account information, benefits, and retirement options,
- 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,
- 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 REQUIREMENTS**:

- 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 of 1 year,
- Excellent communication skills, both verbal and written, with a strong command of English,
- Empathetic and patient approach to handle customer inquiries and concerns with professionalism and courtesy,
- Ability to multi-task and manage time effectively in a fast-paced customer service environment,
- 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.

**Your Benefits**:
As the Junior Customer Service Rep you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve.

**Equal Opportunities**

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.

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