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Customer Care Associate I

Date Posted
16th November 2017
Reference
VAC-27426
Sector
Customer Service & Call Centre
Job Type
Permanent
Location
Montego Bay
Salary
Not Disclosed

Job Summary

Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns.

Job Description

Purpose:

  • Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.
  • Using a computerized system, responds to customer inquiries in a call center environment.
  • To resolve customer queries and complaints, which fall within the scope of the assigned responsibilities (Some examples may include Billing, Healthcare, Human Resources, Order Processing, or Customer Support). Agents will have at their disposal a range of tools, processes and systems to address the customers inquiries with speed and efficiency.
  • The purpose of the role is to respond to inbound calls and or written inquiries from clients / customers. Ensures high level of customer satisfaction is obtained with each interaction. Role is responsible for assigned population of customers within a specified region of support.

 

Scope:

  • Entry Level with little or no prior work experience
  • Acquires basic skills to perform routine tasks
  • Work is routine and requires minimal problem resolution
  • Completes work with limited autonomy
  • Works with either close supervision or under clearly defined procedures

 

Primary Responsibilities:

  • Responds to telephone inquiries and complaints using standard scripts and procedures
  • Gathers information, researches/resolves inquiries and logs customer calls
  • Communicates appropriate options for resolution in a timely manner
  • Informs customers about services available and assesses customer needs
  • Prepares standard reports to track workload, response time and quality of input

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