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

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.