• Ascertains the nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution.
  • Identifies customer needs by referring to past transactions/case notes, analyzing case by case as needed.
  • Executes routine inbound and outbound call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, in order to meet SLAs.
  • Provides customer with appropriate customized information requested.
  • Derives all necessary information from customer to update database.
  • Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers.

Ideal candidates should possess the following skills/experience:

  • Minimum secondary school leaving certificate or HEART level 2 certificate or 3 CXC subjects including English Language.
  • Basic computer literacy and internet knowledge; the ability to type 25 wpm or more.
  • Flexibility to work any 9-hour shift Mon- Sat – between 6:45 AM & 11:00 PM. Schedule may change with notice.
  • Required 9 hours including lunch/break
  • Excellent customer service & communication skills; verbal & written
  • Excellent listening skills
  • Strong attention to details
  • Ability to adapt quickly to change
  • Excellent time management skills

*** Applicants must be at least 18 years of age, present valid Government issued photo ID, TRN, NIS, Birth Certificate, Original Proof of Qualifications, must have a clean Police record(company-paid) and may be subject to drug screen***