Client Service Representative

We are seeking qualified applicants for the role of Client Service Representative to join our team at EveryData Jamaica Limited. The position is responsible for supporting our clients and ensuring that requests for service are satisfied within the scope of our mandate.

Responsibilities

Member Services

• Produce audit results for data subject consent by employing the appropriate audit procedures.
• Administer member onboarding under the guidance of management.
• Conduct training for members and users as required.
• Confirm that data quality is in line with specifications.
• Manage the subscriber contact list and assist in recording all relevant contacts.
• Administer member and user support as required.
• Monitor member disputes and report discrepancies and trends.
• Produce and manage the Credit Information Providers Register as required.
• Production of reports as required by business needs.

Customer Service

• Oversee the day-to-day operations of the customer service department.
• Solve customer enquiries by utilizing appropriate applications.
• Escalate customer service matters when unable to resolve issues.
• Update the Help Desk and support tickets.
• Learn and maintain knowledge of products and services to effectively respond to customer needs.
• Manage information received from incoming calls.
• Manage information gathered from customer interactions, transactions, comments, and complaints.
• Provide general information and respond to queries on products and services.
• Create an exceptional customer experience through listening, anticipating needs, and taking ownership of each customer and member.
• Review customer dispute applications for accuracy and manage dispute processes following established procedures.
• Employ effective communication channels and strategies to communicate with customers and members.
• Prepare letters and documents as required.
• Payment processing is inclusive of payment collection, issuing of receipts, and reporting.

Organizational Effectiveness

• Contribute to strategic projects and/or supplementary research with the changing needs of business.
• Manage internal and external office mail by maintaining the mail log and distribution of mail.
• Collaborate on business continuity planning specific to customer service requirements.
• Management and administration of member contracts and related documents.
• Contribute to revenue growth through collaboration and assisting in market research.
• Development of strategies for disaster recovery planning.
• Confirm the security of information by utilizing respective policies and procedures.
• Manage inventory control for the office, inclusive of notification of deficiencies, and identify the best prices to reduce cost.
• Participate in public awareness and marketing campaigns.

Requirements

• An associate degree with two (2) years’ experience in a relevant working environment.

          or

• Secondary school leaving certificate with passing in mathematics and english and at least one (1) year experience in a relevant working environment
• Strong communication and interpersonal skills
• Working knowledge of the credit reporting act
• Proficiency in the use of MS Office Suite (Outlook, MS Word, Excel, PowerPoint)
• Office administration qualification would be an asset.
• Candidates with previous experience at a financial institution would be an asset.