Contact Center Agent

Our client is currently hiring an experienced Contact Center Agent to provide outstanding customer support in a high-volume call centre environment. The successful candidate will handle inbound queries, resolve customer concerns efficiently, and ensure service delivery aligns with KPIs and SLAs.

Please note that only candidates currently based in Barbados will be considered. 

This is an excellent opportunity for a motivated, team-oriented individual with strong communication skills and a passion for client satisfaction.

Duties and Responsibilities:

• Provide best in-class customer service to all internal and external customers and resolving inbound call enquiries whilst demonstrating ownership of client issues

• Ensure all calls are treated within strict adherence to company Call Management KPIs
• Respond to technician queries, handle and resolve client complaints efficiently,
• Assume ownership and responsibility for all assigned jobs and Manage customer appointments with strict adherence to Department KPIs and Service Level Agreement (SLA)
• Escalating infield issues (via calls or emails) through Incident Management System to ensure prompt resolutions
• Perform desktop Quality Checks daily in accordance with KPI targets and escalate non-compliance issues in a timely manner
• Ensuring databases are kept up to date with all changes
• Ensure all tasks are completed within designated shift, ensuring a smooth a handover between shift change
• Maintaining an up-to-date knowledge of products and procedures to dela with calls efficiently
• Ad-hoc duties as required

Knowledge, Skills and Abilities:

• 2-3 years previous experience working in a high-volume inbound call centre environment
• Customer Service training an asset
• Excellent literacy, numeric and IT skills including proficiency in MS Office and MS Excel
• Flexibility to work shifts in line with business requirements
• Ability to represent the company in a professional manner at all time
• Embody and demonstrate company’s core values
• Must be a team player
• Able to work in a fast-paced environment
• Good problem-solving skills
• Courteous and friendly professional telephone manner essential
• Exceptional customer/client focus with a can-do attitude

• Self-Motivated