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Contact Centre Agent

Unicomer (Trinidad) Ltd

Last Updated: 10/03/22

Job Description

POSITION: Contact Centre Agent
REPORTS TO: Team Leader
SUPERVISION GIVEN TO: N/A

PURPOSE OF JOB:
To provide support to the Contact Centre team and serve
customers through the management of complaint resolution,
customer retention and satisfaction

PRINCIPAL ACCOUNTABILITIES:
• Ensures all sales orders received via the omni-channel and third-party vendors are reviewed and
processed to ensure customer satisfaction and revenue targets
• Generates appropriate prospects, set appointments, makes effective qualifying sales calls, and
manages sales cycle to close new business in all revenue generated areas
• Compiles and submits end of day reporting to show progress update and business data for each
area under purview
• Handles all customers’ inquiries, complaints or outgoing messages in accordance with standard
operating procedures via multiple contact channels to ensure immediate resolution for customers or
service level agreement
• Provides the necessary support to ensure service level agreement, abandonment rate and
customer experience standard targets are achieved
• Updates customer accounts with any new address, phone numbers and/or e-mail address to
ensure records are accurate
• Tracks customers concerns, complaints to assess improvement or deterioration trends and suggest
recommendations
• Reviews and verifies all work processes to ensure compliance with standards operating procedures
to build business intelligence
• Supports the successful implementation of customer experience initiatives to ensure customer
satisfaction, acquisition and retention
• Performs any other related duty that may be assigned to you by your management line to ensure
effective operation of the department

JOB SPECIFICATIONS:

QUALIFICATION/EDUCATION AND EXPERIENCE:
• Five (5) GCE/CXC/CSEC Ordinary level passes
• Proficiency with Microsoft Word and Excel
• Experience in a retail environment would be considered an asset

KNOWLEDGE, SKILLS AND ABILITIES:
• Must be a team player, goal oriented and customer service focused
• Communication and conflict resolutions skills
• Proficiency in computers and technology
• Ability to work in a performance driven environment
• Self-confident and motivated to meet deadlines



Company Details

Freeport, Couva-Tabaquite-Talparo, Trinidad And Tobago
Unicomer Group, a leading multilatina in retail and financial services Unicomer Group was born in 2000, consolidating itself as one of the most important financial services and retail multilatina in the region for household appliances, furniture, optical and motorcycles. Currently, the Group operates in 26 countries in Latin America and the Caribbean through its 25 plus commercial brands and with...