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Call Center Executive at Apex Trustee

Call Center Executive

Apex Trustee

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About the job

Role Description

The Call Centre Executive will be responsible for managing inbound and outbound client communications, providing accurate information on pension products, and delivering exceptional customer service. The role requires strong communication skills, attention to detail, and the ability to resolve client inquiries efficiently while upholding Apex Trustee’s service standards.

Key Responsibilities

Customer Interaction & Support

  • Handle inbound and outbound calls in a professional and courteous manner
  • Respond to client inquiries on pension products, contributions, statements, and claims
  • Provide clear guidance on processes such as registration, withdrawals, and benefit access
  • Manage email, WhatsApp, and other digital communication channels where required

Issue Resolution & Escalation

  • Resolve client complaints and inquiries promptly and effectively
  • Escalate complex or sensitive issues to the appropriate departments
  • Follow up on pending issues to ensure timely resolution and client satisfaction

Client Education & Engagement

  • Educate clients on pension schemes (Tier 2 & Tier 3), benefits, and contribution processes
  • Promote awareness of Apex Trustee products and services
  • Support client retention through proactive engagement and relationship management

Data Management & Documentation

  • Accurately log all interactions in the CRM or call management system
  • Maintain up-to-date client records and interaction history
  • Ensure proper documentation of complaints, requests, and resolutions

Compliance & Quality Assurance

  • Adhere to regulatory requirements and internal policies
  • Maintain confidentiality of client information
  • Meet call quality standards, scripts, and service protocols

Qualifications & Requirements

  • Bachelor’s degree in Business Administration, Communication, or related field
  • 1–2 years’ experience in a call centre, customer service, or financial services role (National Service experience is an advantage)
  • Excellent verbal and written communication skills
  • Strong listening and problem-solving abilities
  • Ability to handle high call volumes and work under pressure
  • Proficiency in Microsoft Office and CRM systems
  • Knowledge of pension schemes is an added advantage

 

How to Apply

Apply for Call Center Executive

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