Caribbean HR Solutions is the Caribbean's premier HR Outsourcing company specializing in Executive Search, Recruiting, HRO, and Payroll services. On BEHALF of OUR CLIENT, we solicit candidates to apply for the following role:

Customer Service Agent
This position is responsible for providing exceptional service to our valued customers. The primary responsibility is to respond to customer queries/complaints, identifying the root cause and leading initiatives aimed at improving service delivery and the customer experience aligned with excellent service companywide. 

Responsibilities

• Greets and interacts with customers.
• Handle customer complaints and concerns.
• Conducts detailed analysis of customer accounts to resolve requests and make appropriate recommendations.
• Conducts extensive documentation via web portal, customer service applications on cases/reports processed.
• Processes customer transactions accurately and efficiently using Tablets and the customer service applications.
• Escalate complex issues to the appropriate supervisor or manager or Department.
• Stay informed on the latest product, promotions and company policies.
• Lead and implement customer satisfaction surveys, projects and campaigns and report on the outcome.
• Encourage customer participation in company approved programs.
• Collaborate with team members and other departments to maintain a cohesive and positive work environment
• Maintain and ensure cleanliness and organization of the hubs and display areas.
• Perform other duties as assigned.

Qualifications, Experience and Specialized Technique Required

• Five (5) CXC or CSEC subjects including English Language and a numeric.
• Related experience in customer service.
• Knowledge of Company guidelines and standards.
• In-depth knowledge of the Customer Information System (CS4.3) and other customer service-related applications.
• Proficiency in the use of Microsoft Word.
• Previous retail experience preferred.
• Ability to multitask in a fast-paced environment.
• Sitting and/or standing for extended hours.
• May work on a rotating shift basis, including weekends.
• May travel to other locations.
• Frequently handle and interact via tablet/telephone or directly with customers who may become irate and/or abusive at times.

Though we appreciate all applicants, only shortlisted applicants will be contacted