Customer Care Agent

The Customer Care Agent will handle Customer queries posed via telephone, live chat, email and other social media, as well as, make courtesy calls to persons seeking to access programmes and services which fall under the aegis of the Client Engagement Workforce Development facilities of the Agency.

CUSTOMER CARE AGENT

CUSTOMER CARE AND ENGAGEMENT UNIT

13A RIPON ROAD

KINGSTON 5

The Customer Care Agent will handle Customer queries posed via telephone, live chat, email and other social media, as well as, make courtesy calls to persons seeking to access programmes and services which fall under the aegis of the Client Engagement Workforce Development facilities of the Agency.

QUALIFICATION & EXPERIENCE:

ü NVQ-J Level 3 Certification in Customer Service or Diploma in Business Administration or related field

ü At least two (2) years’ relevant experience for mastering the demand of the functions. The experience ideally should be gained from an industry/environment similar to what prevails at HEART/NSTA Trust

KEY COMPETENCIES:

ü  Excellent knowledge of Call Centre Etiquette

ü  Good Knowledge of HEART Trust Programmes

ü  Good working knowledge of TVET system

KEY DUTIES:

ü Receives Client queries and service requests submitted to the Customer Care Centre via the various media (i.e. telephone, e-mail, Facebook etc.)

ü Advises clients on the menu of products and services

ü Escalates the more complex matters to the Senior Customer Care Officer/Supervisor

ü Follows up with Senior Customer Care Officer and update clients accordingly

ü Assists Customers in completing online forms and offers guidance relative to other requirements to access programmes/services

ü Delivers Customer Care services (i.e. updates on status of application, programme location sites etc.)

ü Maintains daily performance targets

ü Promotes new programmes and products to all persons contacted via the various media (voicemail, email, and others)

ü Contacts Clients and provide courtesy reminders of outstanding documents to complete requests for programme access/ services

ü Administers survey instruments and campaign advisories as requested within HEART

ü Utilizes Client Relationship Management (CRM) system to facilitate the delivery of exceptional customer service

ü Ensures that E-service Customers’ complaints are resolved and queries handled within the established timeframe

ü Records FAQs and submits to supervisor

ü Updates FAQs database

ü Fosters strong relationships with all HEART/NSTA Trust Offices so that customer service issues can be effectively and efficiently addressed

ü Assists with the preparation of records to include statistics, user rates and performance levels

 All applications, accompanied by up-to-date resumes and cover letter, should be addressed to:

 THE DIRECTOR

HUMA RESOURCE MANAGEMENT & DEVELOPMENT

THE HEART/NSTA TRUST CORPORATE OFFICES

HUMAN RESOURCE MANAGEMENT & DEVELOPMENT DEPARTMENT

6B OXFORD ROAD, KINGSTON 5

 ONLY SHORTLISTED APPLICANTS WILL BE CONTACTED

 The HEART/NSTA Trust is a Statutory Agency of the Ministry of Education, providing Training & Certification for all working age Jamaicans