Service Operator, Standard Distribution Limited

Job Summary: The Service Operator facilitates the attainment of optimal service standards through the management of the day-to-day complaints and issues raised by customers until resolution. The Service Operator actively contributes to process improvement initiatives geared towards reducing customer complaints and improving the organization’s overall customer service.

Job Description: 

• Receive and accurately record all service-related queries and/or complaints received through Call Centre, emails, walk-in customers, and any other channel.
• Actively and thoroughly follow-up on service queries and/or complaints with internal departments with a view to resolve and close within the service level agreements.
• Assist with the investigation and management of service-related customer escalations received through the various mediums – i.e., Facebook, Consumer Affairs, Phone calls and/or emails.
• Assist with recording and updating all relevant service reports on queries/complaints through its entire lifecycle until closure.
• Observe and trend calls/complaints and provide recommendations/suggestions to Management team on solutions.
• Perform all duties in conformance with appropriate health, safety, security and environmental and SDL’s policies and procedures.

Education and Experience Requirements:

• 5 CXC/GCE/CSEC Subjects – inclusive of Mathematics and English Language.
• At least one (1) year experience in a similar environment.
• Certificate in Customer Service.
• Proficient in MS Office, including Word, Excel, PowerPoint, and Outlook.
• Strong Telephone Etiquette, communication & organizational skills.
• Ability to analyze and execute in a fast paced and time sensitive environment.
• Ability to work with minimum supervision.

- Do you possess 5 CXC/GCE/CSEC Subjects - inclusive of Mathematics and English Language ?

- Do you possess a Certificate in Customer Service ?

- Do you have a minimum of one (1) year experience in a similar environment ?

- Do you have any experience addressing customer complaints ?

- Do you have any experience creating/managing schedules ?