To ensure that the goals and objectives of PAL regarding customer service is carried out and maintained through hard work and dedication to delighting both internal and external customers.
- To provide effective support to PAL customers.
- Provide timely feedback to the Head, Pension Service Centre on customer trend, issues and areas of focus.
- Provide timely feedback to the business on customer complaints, enquiries, trend/ behaviour.
- To ensure that the call centre provides first call resolution to most complaints.
- To minimize call escalations through effective coaching and support.
- Create and foster a positive, successful, and professional work environment where staff choose to work and achieve their goals.