Customer Service Representative

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POSITION PURPOSE:

Providing great customer experience to our customers by keeping them engaged, responding to their interactions in a timely manner and ensuring that their issues are resolved. Each Agent is responsible for having dynamic conversations that assist the customer with their billing and service queries. They are responsible for providing the customers with accurate information on their accounts, logging reports on outages, emergencies and site visits. Agents are required to be analytic, and problem solving, with an ability to multi-task and provide a personalized experience to the customer. Agents should be detail oriented. Candidates will also be required to meet monthly and weekly metrics to include Quality and AHT.  

• Provides timely and accurate information on incoming/outgoing interactions.
• Works closely with mentors, team leaders and management team to provide quality conversations to our customers and represent our clients in an effective and efficient manner.
• Provides timely feedback to the company regarding any concerns.
• Partners with management team to meet and exceed customer’s service expectations.
• Regular on-site attendance; strict adherence to the Attendance Policy. 

COMPETENCIES: 

• Great Verbal and Written Communication.
• Interpersonal Skills.
• Multi-tasking.
• Adaptability/Flexibility.
• Consistency/Reliability.
• Attention to Detail.
• Must articulate well.
• Must be able to type 30 WPM. 

QUALIFICATIONS: 

3 CXC minimum with previous BPO experience.
Must have a grade 1, 2 or 3 in Math or Accounts 
Background in billing or accounting is an asset.  
Full Flexibility to work late or overnight shifts + weekends and public holidays. 
Must be experienced at navigating website pages and quickly identifying information  
Ability to multi-task and prioritize quickly 
Detail oriented and customer-focused 
Possess critical thinking skills 
Adaptable 
Career oriented and professional 
Prior BPO/or Customer Service Associate is a plus.