Senior Customer Service Representative

3 months ago

Reading UK, Berkshire, United Kingdom Wipro Full time

IIntroduction:

Wipro Financial Outsourcing Services Ltd (WFOSL) 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.



About Wipro Financial Outsourcing Services Ltd (WFOSL):

Wipro Financial Outsourcing Services Ltd. (WFOSL) is a separate legal entity, authorized 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 back-office operations support.


Your Benefits:

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


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
  • 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 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


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.


Equal Opportunities:

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.

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