The Senior Customer Service Agent provides routine factual information of a standard nature to external / internal customers via telephone about products, services, and or programmes.

About us

CIBC Caribbean is a relationship bank offering a full range of market leading financial services through our Corporate Banking, Private and Business Banking and Wealth Management segments through its leading digital banking network and locations across the region. CIBC Caribbean is one of the largest regionally listed financial services institutions in the Caribbean.

As professionals we are committed to raising the bar of excellence through the technology we deploy and the processes we support. Every call, click and swipe, supports the delivery of exceptional client service.

About the role

The Senior Customer Service Agent provides routine factual information of a standard nature to external / internal customers via telephone about products, services, and or programmes. Responds to inbound calls by referring to established procedures, processes and standards for guidance. Undertakes proactive telemarketing calls to customers during promotional campaigns and at other appropriate predetermined occasions. Provides an excellent customer experience by responding to customer calls in a prompt, courteous, knowledgeable and professional manner.

About success

• Provides detailed, factual, and typically non-technical information to customers over the telephone and email.
• Selects the most appropriate solution or supplies the required information to customers following established guidelines, procedures, and standards.
• Ensures adherence to CIBC Caribbean's and departmental policies and procedures.
• Periodically updates knowledge about new products, procedures, marketing campaigns and organizational changes...etc., to respond to customer queries promptly.

About you

Critical Knowledge & Skills Required:

• Comprehensive knowledge of generally related administrative / operational activities
• Sound interactive / communication skills sufficient to communicate factual information
• Strong influential skills sufficient to promote customers' acceptance of recommended practices or processes.
• Excellent writing skills sufficient to draft letters and write straightforward explanations.
• Good self-planning skills sufficient to complete work within predetermined productivity standards.

Experience Required:

• Experience in customer relations by handling queries and providing information.
• Experience in a customer facing role.
• Experience in a call centre environment would be an asset.

About our offer

You will have a challenging, diverse experience with opportunities for professional growth. We value agility, collaboration, integrity, sense of ownership and urgency.