Job Profile: Customer Care Front Office Agent
Primary objective of the job:
- Provide world-class customer service by analyzing and resolving customer queries promptly and efficiently (oral and written).
- Resolve External Customers / Dealer complaints / Internal CC staff, queries, and/or other issues and concerns received at the Customer Care Front Office via walk-in customers, post, or electronic medium.
- Evaluate and make recommendations to increase customer and organization benefits.
Main Duties and Responsibilities:
Problem Resolution
- SIM Replacements
- Bill Payments
- GPRS Provisioning (SIM & handset)
- Broadband Provisioning & Technical Queries (MIFIs & FTTH issues)
- Postpaid Activations, Conversions & Termination
- Handset Technical Queries
- Digicel Play Technical Queries
- CDRs Requests
- General company information
- Weekly Activity Report
Academic qualifications and experience required:
- 5 CXC/CSEC/GCE O’levels (Grade I, II, III or A, B, C) or GED (minimum GPA 3.0) including English Language and Mathematics or a quantitative subject
- Certification in Public Speaking, Conflict Resolution, and Negotiation Skills.
- Certification in Microsoft Office Suite
- Minimum 1-year experience as a Call Centre Agent
- An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements
Functional Skills:
- Effective oral and written communication
- Must have the ability to work well under pressure
- Analytical skills
- Good Time Management
- Excellent Interpersonal Skills
- Customer Handling Management
- Advance Handset Training
