Contact Centre Agent

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