Job Summary:

The incumbent would be responsible for handling high volumes of inbound and outbound contacts and create a positive experience for each customer by understanding and addressing their inquiries accurately and efficiently. 

Responsibilities:

• Handle inbound contacts and greet customers with energy and enthusiasm.
• Engage in outbound communication with customers via different forms of media with energy and enthusiasm
• Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.
• Understand and strive to meet and exceed required KPI’s while providing excellent and consistent customer service.
• Meet and exceed required productivity and quality standards.
• Strive for first contact resolution and take true ownership of customer needs and issues by utilizing available tools and resources.
• Ensure adherence to all Client and Company policies and procedures and ensure adherence to applicable legal requirements.
• Deliver amazing customer service through effective and efficient resolution of various customer inquiries and concerns. 
• Maintain a positive positioning of client product and services in all interactions

Key Skills and Competency:

• Strong problem-solving skills
• Active listening skills
• Must be able to maintain patience and a high level of professionalism
• Must be empathetic and compassionate
• Must have ability to work independently and in a team environment, valuing collaboration
• Must be detail-oriented and have ability to maintain accuracy 

Education Requirements:

• Minimum of 3 CXC Qualifications inclusive of English A.
• Certification in Computer Literacy would be considered an asset
• Customer service experience in a transaction-based environment such as a call center or retail industry 
• 3 months - 1 year customer service experience will be a great assest

A dedicated workspace at home that is quiet, free from any and all distractions, and accessible only to the employee during work hours. The employee shall also not work in other locations, outside their designated workplace, especially in public places.

Applicants must supply and support their own computer hardware, software, and internet as follows:

Work At Home Requirements: BYOD (Bring your own device)

• Laptop or Desktop (MAC is not permitted)
• OS: Windows 10 or higher with all windows update applied.
• CPU: A standard x86-64 based processor. Current Intel i3 processor or AMD equivalent.
• RAM: 4 GB +
• Hard Drive: 20 GB or more of available space.
• Anti-virus installed in device.
• A minimum of one USB port that is not already in use.
• Ethernet LAN Port.
• Webcam.
•  Internet Plans with approved Telecom providers (prepaid connection is not allowed)
• Modem must have Ethernet port for the PC or laptop to be connected. Laptop or PC needs to be connected to the modem during work hours.
• Minimum 10 mbps download / Minimum 5 mbps upload speeds.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time.