If you are the very epitome of a ‘people person,’ a career as a customer service representative in Trinidad and Tobago could be perfect for you. If helping people is your passion and you want to make a living from it, keep reading.
Customer service representative main duties
As a customer service representative, you are responsible for assisting potential customers by answering queries about your company’s products and services. There are customer service jobs in Trinidad including:
• Advisor: You are responsible for helping confused customers understand what the company offers. If they don’t know what to look for or where to look, it is your job to point them in the right direction.
• Assistant: This is another entry-level job and involves ensuring that customers leave with a good impression of your company.
• Supervisor: In this role, you are a step up the career ladder and will receive more responsibilities. You may even be in charge of a team although you would still report to a manager.
• Manager: Now you are well on your way to earning a good salary! However, managers tend to bear the brunt of a customer’s wrath so be prepared!
Here are some key duties no matter what customer service role you take on:
• Recommending certain products and services to clients.
• Managing a large volume of incoming calls.
• Identifying and assessing the needs of customers to provide them with satisfaction.
• Generating sales leads.
• Keeping detailed records of customer interactions and processing their accounts.
• Handling complaints calmly and patiently.
• Greeting customers and making them feel welcome.
• Handling product recalls.
Customer service skills required
It goes without saying that if you are an introverted individual that doesn’t like dealing with members of the public, a career as a customer service representative is not right for you. Here are a few more crucial traits:
• The ability to stay calm and in control when under pressure.
• A friendly personality.
• The capacity to work well as part of a team.
• Being able to handle complaints and difficult situations with customers. Remember, there could be occasions where you have to deal with a very angry and unreasonable customer. How will you react when faced with someone who has lost their composure?
• Excellent timekeeping.
• Outstanding written and verbal communication skills. As a customer service representative in Trinidad and Tobago, you must have the ability to listen and resist the urge to interrupt. After all, how can you help when you haven’t fully ascertained what the person wants?
You have to be honest to yourself, in order to find the right job opportunity in Trinidad as this is will take most of your time on a daily basis, you need to choose something that you are comfortable with in the meantime as you gain job experience.
Customer service education and training required
You can get your foot in the door with an entry-level position such as a customer service advisor without a degree. While most employers prefer candidates with at least a high-school diploma or equivalent (with good grades in Mathematics and English), it is not a necessity. However, you’ll find it much easier to climb rise through the ranks if you have a degree in a topic such as Marketing, Consumer Studies, Management Studies or Business Studies. Training will help you to find better opportunities in Trinidad
An increasing number of employers prefer candidates from a discipline relevant to their sector. For example, if you are working as a customer service advisor in the financial sector, a degree in Accounting will serve you well. You can become a manager within a few years of earning your degree although the process is expedited if you have several years of experience beforehand. It is possible to work your way up the ladder beginning as a customer service advisor, but you must be patient as it will probably take several years to even become a supervisor without a degree.
GROWTH OPPORTUNITIES IN THE SHORT, MEDIUM & LONG TERM
One of the great things about a career as a customer service representative in Trinidad and Tobago is the sheer number of opportunities that could come your way. You can work in a wide range of industries including:
• Banking
• Telecommunications
• Leisure and tourism organizations
• Retail companies such as online retailers and supermarkets
• Educational institutions
• Local government
• Health service providers
• Insurance companies
Clearly, the work (and opportunities for advancement) will vary depending on the sector you choose. For instance, if you work in a supermarket, you’ll have dozens of face-to-face conversations with customers each day. Alternatively, you could work as a phone operator for an insurance company. There are opportunities in the financial sector, you may be charged with dealing with employee queries. If you intend on becoming a customer service manager, you’ll have to undertake special training and have several years’ worth of experience in the field of customer service. You might begin as an advisor and eventually gain promotion to the level of supervisor.
After a few more years, you could be in contention for a management position. Depending on the organization’s size, you might progress further and reach the role of area, regional or national manager or else you could become a director. If you are serious about becoming a high-ranking member of the customer service industry in Trinidad and Tobago, consider earning a professional qualification.
For example, the Customer Service Standard Certification (CSSC) Limited is a reputable organization that offers the coveted International Customer Service Standard (ICSS) designation. Other well-known companies such as DRA Consulting offer workshops where you can hone your skills. Some employers offer their own in-house training programs to promising candidates so get in touch with the relevant person within your firm to see if it offers such a perk to employees.
