Call Center Representative

This position performs a variety of duties in alignment with dispatch and call centre. It includes dispatching repair /consumables calls to technicians and Sales representatives.

OVERRAL OBJECTIVE & PURPOSE

This position performs a variety of duties in alignment with dispatch and call centre. It includes dispatching repair /consumables calls to technicians and Sales representatives. This role requires an advanced level reporting and analytical skills in order to provide support for one or more departments. Assignments are varied in nature and requires interpretation, judgement, general knowledge of company policies and practices.

PRINCIPAL DUTIES & RESPONSABILITES

• Provide helpdesk support to retailer/agents as appropriate and log all calls in cadence. 
• Notify and assign repair calls to FST in order to meet service level agreement.
• Notify and assign consumables calls to ADR in a timely manner.
• Ensure the effectiveness of overall customer service offerings out in the field in extension Field service technicians. 
• Regularly review queues in cadence paying attention to but not limited to the assigned and unassigned queue to ensure cases are handled efficiently.
• Ensure that each service is handled promptly, attentively and with a sense of urgency.
• Ensure customers are kept informed by performing follow-up calls with agents who previously reported issues. When possible, anticipates and resourcefully resolves customer needs and offer solutions.
• Prevent High turnaround time for assigned calls by liaising with the FST team and advising agent of any changes in arrival/servicing time.
• Understands the importance of excellent customer service. Thus, consistently strive to exceeds customer expectations. Demonstrating awareness of and sensitivity to internal and external customer needs.
• Manages customer complaints and frustrations with empathy and understanding, escalating issues as required.
• Speaks in a pleasant, cheerful, natural manner with customers.
• Work with FSR/ADR to ensure agents have adequate distribution of merchandising, consumables and marketing materials.
• Undertakes “courtesy calls” to agents with chronic issues to improve customer service.
• Responds to telephone calls, emails and request for information in a timely manner, paying close attention to those that needs immediate actioning.
• Ensure all calls that require equipment to be moved or placed at a location are updated on cadence appropriately.
• Produce written material that is clear, concise and easily understood. Material is free of spelling and grammatical errors.
• Ensure correct preparation of requested reports- ensuring all information presented is factual and accurate.
• Ensure the data is updated across all appropriate applications. i.e., cadence, Gcert, ES etc.
• Plan and oversee execution of planned equipment rotation i.e., installation/relocations etc.
• Ensure data capturing is done between team members and correctly passed on for report creation/update.
• Perform additional duties and responsibilities as assigned.

REQUERIMENTS

ACADEMIC BACKGROUND

• High School Education (CXC /CAPE)
• Certification/Diploma in Customer Service 
• Knowledge in Microsoft office and excel will be an asset.