CUSTOMER CARE AGENT
Reporting to the Underwriting Supervisor, the incumbent will be required to provide telecommunication services of the highest quality to satisfy requests from the Organization’s internal and external customers.
Inbound Calls: General Purpose
Respond to inbound calls via telephone/ e-Channels - enquiries and questions, handle complaints, troubleshoot problems and provide information.
Outbound Calls: General Purpose
Interact by telephone and via e-Channels with customers to provide or collect information and conduct follow-ups.
Duties and Responsibilities
Provide prompt, professional response for inbound and outbound calls and in accordance with the Organization’s standards.
- Manage outbound calls to customers who completed an online quote
- Assist customers with queries relating to their online transaction via JNGI Tawk.to
- Engage customers online to assist with their buying decisions (offer upsells and presenting appropriate alternatives)
- Troubleshoot customer problems encountered within the digital self-service experience
- Provides timely follow-up and resolution to customer issues
- Contact customers to advise them of their transaction success or request additional documents
- Provide information on the Organization’s operations, products and services as requested by callers to the Customer Care Contact Centre and via e-Channels.
- Provide quotations to customers
- Efficient execution of inbound and outbound calls (average 4 minutes)
- Handle customer queries via telephone and e-channels
- Cross-sell products offered by the JN Group
- Identify and discuss prospects’ needs
- Contact existing clients for renewals and determine actions to be taken to retain clients
- Effect change or addition of telephone numbers/contact information to customer records
- Maintain proper call logs and complete call reports
- Assist with and prepare monthly and periodic reports
- Receive inbound calls and efficiently transfer them to their requested parties
- Make outbound calls as requested by staff
- Keep record of personal toll calls
- Communicate with customers via email and fax
- Maintain records of telephone interactions and quotations
Qualifications/Experience
- First degree in Business Administration, Management Studies, Public Relations, Mass Communication or related discipline
- Certificates in Motor, Property, and Liability Insurance from the College of Insurance and Professional Studies
- Specialized training in Customer Service
- Should meet the licensing requirement of the Financial Services Commission of Jamaica (FSC)
- Two (2) years’ experience as a Customer Service Representative in a General Insurance Company
Special knowledge, skills, abilities and aptitudes
- Excellent communication skills
- A passion for excellent service delivery
- Cross-selling and securing business skills
- Influencing skills
- Well-developed team skill with the ability to multitask
- Provide prompt, professional response for inbound and outbound calls and in accordance with the Organization’s standards.
- Manage outbound calls to customers who completed an online quote
- Assist customers with queries relating to their online transaction via JNGI Tawk.to
- Engage customers online to assist with their buying decisions (offer upsells and presenting appropriate alternatives)
- Troubleshoot customer problems encountered within the digital self-service experience
- Provides timely follow-up and resolution to customer issues
- Contact customers to advise them of their transaction success or request additional documents
- Provide information on the Organization’s operations, products and services as requested by callers to the Customer Care Contact Centre and via e-Channels.
- Provide quotations to customers
- Efficient execution of inbound and outbound calls (average 4 minutes)
- Handle customer queries via telephone and e-channels
- Cross-sell products offered by the JN Group
- Identify and discuss prospects’ needs
- Contact existing clients for renewals and determine actions to be taken to retain clients
- Effect change or addition of telephone numbers/contact information to customer records
- Maintain proper call logs and complete call reports
- Assist with and prepare monthly and periodic reports
- Receive inbound calls and efficiently transfer them to their requested parties
- Make outbound calls as requested by staff
- Keep record of personal toll calls
- Communicate with customers via email and fax
- Maintain records of telephone interactions and quotations
Application Procedures
Applications should be submitted on or before Friday, May 5, 2017 either electronically with the subject line Customer Care Centre Agent
We thank all applicants; however, only shortlisted candidates will be contacted.