Contact Centre Agent

The Agent will contribute to sales and service offered by our companies, ensuring that all communication (calls, emails, voice messages, web chats, SMS) routed to the Contact Centre are handled in accordance with the companies’ standards.

Total Credit Services Limited is a company of The Jamaica National Group Limited and together, we represent a globally respected brand, boldly finding ways to enrich lives and build better communities. Our core values make us who we are and are demonstrated in everything we do; rooted in RESPECT we believe our everyday jobs contribute to something bigger than ourselves. We are dependable and pride ourselves in our authenticity and in the transparent solutions we create that bring value to our customers.

Are you vibrant and enthused about EXCELLENT SERVICE DELIVERY?

Are you looking for an opportunity to build your future and grow professionally?  

Are you passionate about people and satisfying customer needs?

This opportunity may be for you!

We are recruiting suitably qualified and experienced candidates for the position of Call Center Agent. The successful candidates will contribute to sales and service offered by our companies, ensuring that all communication (calls, emails, voice messages, web chats, SMS) routed to the Contact Centre are handled in accordance with the companies’ standards. The agents will manage and resolve customer complaints in first class execution.

JOB CATEGORY: Clerical

CONTRACT: Two-Year Fixed Term

SELECTION: Includes interview, assessments and a four-week training programme

THE IMPORTANT THINGS YOU’LL DO:

• Provide information to TCS’ client operations, products and services as requested by inbound and outbound members and potential members
• Answer telephone calls promptly and in accordance with TCS’ procedures
• Make outbound sales calls as required
• Submit investigations, complaints and account queries on transaction issues using the Customer Queries Repository
• Prepare reports discrepancy, exceptions and resolution reports on a periodic basis
• Provide updates on progress and details of solution to members/customers
• Adhere to all policies, legal and regulatory controls and procedures

REQUIREMENTS FOR YOUR SUCCESS:

• At least Six (6) CSECs (Mathematics and English included) 
• A minimum of one (1) year experience in a service-driven industry

OR

• Associate degree in General Studies, Business Studies or a suitable field
• Knowledge of Microsoft Office Suite and excellent computer skills
• Sales experience is desirable but not required
    

BEHAVIOURAL COMPETENCIES:

• Excellent listening and comprehension skills coupled with creative problem-solving skills
• Excellent interpersonal skills
• Sound written, and oral communication skills
• Logical and efficient thinking, with keen attention to details
• Ability to effectively execute tasks while under pressure
• Strong team skills, self-motivated, flexible and have a positive attitude

APPLICATION DEADLINE: December 8, 2024