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Actavo is a leading global infrastructure and utility outsourcing company. We operate throughout Ireland, the UK and The Caribbean across a range of industries on behalf of blue chip partners. Over the past 40 years our workforce has grown in excess of 4,500 professionals. In this time we have been involved in many large-scale and complex projects. We cover a range of projects across telecommunications, water, power generation, home energy and civil engineering
Role Overview:
Actavo's Client Services Representative and Data Analyst is responsible for supporting both client inbound calls and calls from the field operations team. Responsible for answering and dealing with incoming telephone calls and emails, completing reports on excel, dealing with client issues and complaints in a professional manner within our Telecommunication Division in Trinidad and Tobago.
Key Duties and Responsibilities:
Answering and resolving inbound call & email enquiries and demonstrating ownership of client issues in terms of follow up and escalation of issues
Populate excel spread sheets manually from internal system
Handle and resolve client complaints efficiently
Responding to technicians queries, verifying appointments and ensuring issues are dealt with efficiently
Providing technicians with information as required
Assume ownership and responsibility for all assigned calls and ensure strict adherence to Service Level Agreement (SLA)
Ensuring database is kept up to date with all correspondence
Maintaining close contact with technicians to ensure that client appointments are kept
Maintaining an up to date knowledge of products and procedures to deal with calls efficiently
Compiling call logs and reports on a daily and weekly basis
Recommend process improvement
Adhoc duties as required
Adhering to all Health and Safety processes
Relevant Experience and Skills Required:
2-3 years previous experience working in a high volume inbound call center environment
Exceptional customer/client focus with a positive can-do attitude
Courteous and friendly professional telephone manner essential
Excellent literacy, numeric and IT skills including proficiency in MS Office and MS Excel
Procedurally driven
Excellent personal grooming and presentation
Ability to work on own initiative and act independently whilst being able to work successfully as part of a team
Flexibility to work shifts in line with business requirements
Ability to represent the company in a professional manner at all times
We accept MS Word, PDF and Rich Text Format. Maximum file size 2MB
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Client Services Representative-3 months contract
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