Duties and Responsibilities 

The Customer Service Agent has responsibility and accountability for contacting customers via telephone, email and social media platforms in order to procure or retain their business on behalf of a Client (Banks, Financial Services Companies). This may encompass several different roles including but not limited to Customer Service, Sales, Dispute Registration and Accounts Receivables. The incumbent is also responsible for meeting Clients’ expectations by understanding the Customer’s situation, responding with empathy, and helping to facilitate solutions. The incumbent will preserve and enhance both the Client’s and the Company’s reputation and profitability by maintaining the highest standards of Customer Service.

The Agent must be able to accept ownership for effectively handling customer issues, payments, complaints, enquiries, and keeping customer satisfaction at the core of every decision and behaviour. To successfully perform the duties/responsibilities of this role, the incumbent must maintain current knowledge of the Company’s and Clients’ systems, internal processes, policies, and practices. Strict adherence to procedures, policies and timelines are required in order to effectively execute the following functions:

• Work in a high-volume call center environment and handle both inbound and outbound calls manually, handling an average of 200+ accounts per day.
• Contact consumers via outbound phone calls and approved written communication to negotiate and offer solutions that best suit the consumer and the business.
• Action all deliverables assigned by established timelines to meet and exceed all goals and KPIs assigned by management.
• Determine issues and/or objections while building rapport to educate customers on Client’s account terms, services and/or campaigns.
• Promptly identify and escalate errors to supervisor/Client.
• Provide thorough, efficient, and accurate account updates on each call made or received.
• Balance scripted conversation with natural rapport, and provide accurate and detailed documentation of account to ensure proper follow-up.
• Perform other duties that may be assigned

Education & Experience

• 5 GCE Ordinary Levels - Grades A, B or C or 5 CXC /CSEC General Subjects, Grades I, II  or III (including English Language and Mathematics or a Mathematics related subject).
• A minimum of one (1) year of Contact Centre experience is manadatory.
• Proven experience and proficiency in the use of Microsoft Office Tools.
• Ability to type 45 WPM.
• Ability to navigate via multiple windows in a PC environment.
• Knowledge of lending and collection regulations will be an asset