JOB SUMMARY

The Customer Service Professional is responsible for delivering superior customer service in a prompt, respectful and courteous manner, to ensure all customers’ requests or concerns raised through our multichannel Contact Centre are resolved with the highest level of quality.

MAIN RESPONSIBILITIES

• Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
• Responsible for accurately completing application form in our CRM tool and other platforms using the necessary procedures and policies.
• Upsell and cross-sell products and services to customers when appropriate.
• Maintain procedures and processes for first level problem determination.
• Follow up in a timely manner to ensure customer satisfaction.
• Provide quick and effective communication of customer issues to superiors.
• Make outbound customer calls 
• Answer inbound calls to the Customer Operations department.
• Attend company events providing physical support with the demonstrating of company products as required.

 REQUIREMENTS

• Five (5) CSEC passes including Mathematics and English A.
• At least two (2) years contact center or other relevant work experience
• Required to work on a 24-hour rotational shift system that includes overnight shifts, weekends, and public holidays.
• Exemplary attendance and punctuality.
• Ability to handle difficult customer situations and drive positive customer experiences.
• Ability to enforce company policies empathetically.
• Excellent attention to detail and multi-tasking abilities.
• Must possess strong computer skills and demonstrate proficiency and experience utilizing Microsoft Suite and CRM software.
• Must possess superior customer service skills.
• Excellent time management and organizational skills.
• Adaptable to changing environments.
• Positive team spirit, enthusiastic with a strong aptitude and a positive "can do" attitude.
• Must possess effective verbal and written communication skills.
• Excellent analytical and problem-solving skills.
• Must be able to work quickly and efficiently in time sensitive, high-pressure situations.