Front Line Agent

Caribbean HR Solutions is the Caribbean's premier HR Outsourcing company, specializing in Executive Search, Recruiting, HRO, and Payroll services. On BEHALF of OUR CLIENT, we solicit candidates to apply for the role of Front Line Agents.

Front Line Agents

Under direct supervision, Front-Line Agents will support contact center initiatives related to the customer experience. The incumbent must be able to assist customers via phone, chat, and email channels. The primary job function of the Front-Line Agent is to deliver a high touch customer experience through tone, demeanor, skill, and knowledge.

Responsibilities

• They are responsible for leveraging their empowerment to achieve customer satisfaction.
• Compliance and execution of proper policy and procedure are required and expected in all interactions.
• Quality, attendance, and policy adherence are measured frequently, and the Front-Line Agent plays a critical role in the customer’s overall experience and satisfaction.
• Drive first contact resolution with basic customer care inquiries.
• Demonstrated skill and ability to deescalate customers.
• Proficiency in knowledge-based tools that result in issue resolution within high touch guidelines.
• Assist customers with basic product recommendations and order queries via phone, or to transfer chat/email to a Product Specialist for handling.
• An obligation to deliver top level customer service, actively listening to the customer and engaging, providing solutions, making suggestions.
• Receive multi-channel interactions including voice, email, and chat correspondence and maintain and update customer database.
• Provide Customers with brand product knowledge and /or service information.
• Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer.
• Able to appropriately escalate issues when necessary.
• Maintain a sense of urgency in responding to customer needs.
• Achieve assigned Key Performance Indicators – e.g. Email Response Time, Chat Response Time, Quality, Customer Satisfaction, 1st Contact Resolution.
• Attend team meetings/additional training sessions as scheduled.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent required.
• Six months customer service or sales experience preferably in a high-volume call center or retail environment, comfortable handling high end or luxury clients, products, and services.
• Must successfully pass a background check.
• Flexibility to work a non-traditional schedule on a year-round basis on a variety of shifts including days, afternoons, evenings, weekends, and holidays.
• Above-average phone manner, email experience, follow-up skills, organizational skills, proficient writing skills, and superior conflict resolution and interpersonal skills.
• Excellent computer skills and strong typing abilities, must have a high degree of accuracy in both spelling and grammar.
• Ability to listen attentively and to use the information provided by the customers to tailor responses and actions to meet the customer’s specific needs.
• Ability to effectively probe customers by obtaining information needed to process customer requests.
• Ability to work in a fast-paced, dynamic, changing environment.
• Ability to adhere to all organizational policies and procedures.
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse.

Though we appreciate all applicants, only shortlisted candidates will be contacted.