Consumer Specialist
Outsourcing Management / Itel
- Hanover / St. James / Westmoreland
- Not disclosed
- Permanent full-time
- Updated 20/12/2024
Immediate hire! Apply today and start 2025 in a new rewarding job
JOB SUMMARY: The Consumer Specialist is a hybrid, cross-trained, multi-skilled agent. This person is capable of handling first level escalated Retention, Sales and Customer Care calls for residential customers.
The Consumer Specialist’s primary responsibility is to protect existing revenue by retaining customers that are calling to disconnect their service, or are at risk of leaving TDS, due to service failures, competitive offers and billing issues.
The Consumer Specialist must continually demonstrate strong sales skills in the areas of negotiation, save techniques, and interpersonal communication & problem-solving skills, which will maintain long term customer relations with the existing customer base while reducing churn and increasing revenue.
KEY RESPONSIBILITIES:
Answers escalated calls transferred to the queue for Retention, disconnect and move order call types routed via the IVR. Use saving techniques that involve negotiation & interpersonal communication skills, to prevent customer churn. also Is also responsible for reselling customers on the benefits of having TDS service, subsequently protecting existing revenue.
Resolves complex/escalated customer problems in partnership with other teams to ensure long-term solutions to avoid future issues.
Keeps current with Promotions, Products and Technology necessary to meet or exceed sales goals.
Regular attendance and promptness for work are essential functions of this position. Absenteeism and tardiness significantly impact the ability of the Company and position peers to meet customer needs.
EDUCATION AND EXPERIENCE:
Minimum 5 CXC passes including English A and Mathematics
1 year experience in telemarketing or face-to-face sales experience
Aptitude for multitasking (working with multiple interfaces)
Outsourcing Management / Itel
- 38 Coconut Drive, Freeport House, Montego Bay, Jamaica
