Customer Service Representative

 OVERALL OBJECTIVE & PURPOSE

• Reporting to the Business Operations Supervisor, the Customer Service Representative will support the day-day-day functions of the Customer Service Department and The Caribbean Lottery Flagship Store. 
• The role will be an ambassador for the company and will be expected to lead by example, modelling IGT core values and reinforcing the company’s mission and vision for the attainment and alignment of business goals and objectives. 

 PRINCIPAL DUTIES & RESPONSIBILITIES

• Coordinates the day-to-day operations and administrative responsibilities of the Customer Service Department and the Caribbean Lottery Flagship store, ensuring operational effectiveness, efficiency and compliance with company goals, policies, process, KPIs and budgets and approach demonstrative of the IGT values 
• Ensures the Flagship store represents the model “Caribbean Lottery” agent location, through proactive, sustained, consistent execution and delivery of company best practices backed by a high level of professional and pleasant customer service experience 
• Interacts with internal and external stakeholders to manage and support customer service and Flagship store support functions. 
• Works alongside Business Operations Supervisor to ensure administrative and resource management functions are executed to facilitate the efficient and effective operations 
• Supports new agent recruitment, onboarding training and other support as required for new agents 
• Responsible for selling and upselling Terminal Games, Instant Scratch Tickets and Commercial Services to customers. 
• Promoting sales by upselling to achieve incremental sales growth and established targets. 
• Greeting and interacting with all customers in the Retail Office in a courteous, welcoming, professional manner. 
• Ensures accurate and timely processing, accounting and reporting of daily sales, cash and other inventory within the Flagship Store. 
• Answering the telephone and taking messages in a polite manner. 
• Updating Draw Boards and posting winning results and promotional material.  
• Responsible for keeping Retail Office and work area tidy at all times and maintain signs.  
• Ensuring reception area tidy at all times and maintain the signs around the office. 
• Periodically assist and support Agent Reps in servicing customers 
• Performs other duties assigned by the Site Supervisor or his/her designee related to the operation of the business.  

REQUIREMENTS

ACADEMIC BACKGROUND

• Diploma or Associates Degree, or equivalent experience 

EXPERIENCE

• 2 years experience in similar positions and or responsibilities  

ESSENTIAL REQUIREMENTS

• Moderate computer literacy skills with experience using MS office programs (including but not limited to Outlook, Word and Excell)  
• Highly professional attitude with outstanding business etiquette, networking, negotiation, interpersonal and communication skills  
• Focused disciplined and self-motivated maintaining a positive attitude and proactive solutions - focus approached even if performing under stressful circumstances  
• Demonstrating ability to lead and successfully drive results in a dynamic competitive, fast hyphenated paste, working independently or with multi-disciplinary and multicultural teams and partners (internal and external)   
• Well organized with strong time management skills.  
• Creative, out of the box thinker with a natural passion and drive for excellence, with a keen eye for detail  
• Genuinely demonstrates a high level of integrity and maintains confidentiality of information required on the job  
• Flexible to work extended hours based on business needs (evenings, weekends and public holidays)

LANGUAGES

 Required language: English 

 Level: Advanced