Customer Support Advisor - Pensions

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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.

We are Risk and Compliance subject matter experts and advice provision and understand the clients' business from an end to end perspective - relevant lines of business, products, processes, data used, systems, applications and infrastructure - all of the relevant technology landscape - including any third party suppliers and providers that the business is dependent on provision of analytical and problem solving; think ‘out of the box’ for improvements.

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 operational support.

OVERVIEW:

We are seeking a dedicated and customer-focused individual to join our team as a Customer Support Advisor. 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.

Join our team as a Customer Support Advisor and make a meaningful impact in the lives of our clients and beneficiaries. If you have a passion for customer experience, and a desire to gain an understanding of pensions and financial services industry, we welcome you to apply and be part of our dedicated customer service team.

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,
• 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,
• 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,
• 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 required.

Your Benefits: 

As a Customer Support Advisor, 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.