Call Centre Agent

The Agent will contribute to sales and service offered by our companies, ensuring that all communication (calls, emails, voice messages, web chats, SMS) routed to the Contact Centre are handled in accordance with the companies’ standards.

TCS is part of the Jamaica National Group, a globally respected brand committed to enriching lives and building better communities. Grounded in our core values and rooted in RESPECT, we believe every job we do contributes to something greater. We pride ourselves on being dependable, authentic, and transparent while delivering solutions that bring true value to our customers.

If yes, this opportunity is for you!

We are seeking qualified and experienced candidates for the position of Call Centre Agent. The successful candidate will contribute to our sales and service operations, ensuring all communication channels (calls, emails, voice messages, web chats, SMS) are handled professionally and according to our standards. As the first point of contact with our customers, you will be responsible for resolving inquiries and complaints with excellence.

THE IMPORTANT THINGS YOU’LL DO

• Provide accurate information on TCS client operations, products, and services via inbound and outbound channels.
• Answer telephone calls promptly and in accordance with TCS procedures.
• Make outbound sales calls as required.
• Handle inbound and outbound calls professionally and courteously for JN Bank.
• Investigate and resolve customer inquiries, issues, and complaints, showing empathy and ensuring customer understanding.
• Submit queries, complaints, and transaction issues through the Customer Queries Repository.
• Provide timely updates and resolution details to members/customers.
• Accurately log interactions in Salesforce for documentation and record-keeping.
• Follow call scripts and verification processes to maintain compliance.
• Escalate complex issues appropriately to ensure resolution and customer satisfaction.
• Meet performance KPIs such as AHT, CSAT, absenteeism, quality, case management, shrinkage, and adherence.
• Adhere to all company policies, legal, and regulatory requirements.

REQUIREMENTS FOR YOUR SUCCESS

• Option 1: 6 CSEC subjects (including Mathematics and English) plus at least one (1) year of experience in a service-driven industry.
• Option 2: Associate Degree in General Studies, Business Studies, or related field.
• Excellent computer skills and proficiency in Microsoft Office Suite.
• Sales experience is an asset but is not required.

BEHAVIOURAL COMPETENCIES

• Empathetic with excellent customer service skills.
• Strong listening, comprehension, and problem-solving skills.
• Agile learner who accepts feedback well.
• Team-oriented with strong interpersonal skills.
• Sound verbal and written communication skills.
• Detail-oriented and able to think logically and efficiently.
• Capable of performing under pressure and multitasking between systems.
• Self-motivated, flexible, and maintains a positive attitude.

Qualified and interested candidates are invited to apply by June 4, 2025.