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Customer Service Representative

Date Posted
11th August 2017
Reference
VAC-26612
Sector
Customer Service & Call Centre
Job Type
Permanent
Location
Kingston
Salary
Not Disclosed

Job Summary

Under the supervision of the Manager Customer Service and Operations, the Customer Service Representative’s role is to assist the senior officers on the team to ensure that all fault reports are captured and resolved at the first point of contact.

Job Description

Where this is not possible, it is to be routed to the appropriate support group for resolution so that end users can continue working with minimum lost time. This includes receiving, prioritizing, documenting, actively resolving/routing to support groups for resolving end user help requests.  Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give telephone support.  

 

REQUIREMENTS

  • Bachelor’s Degree in Computer Science, Engineering or equivalent from a recognized tertiary institution.
  • Customer Service Certified (CSC) designation
  • Two (2) years’ experience in a similar or related capacity.

 

REQUIRED COMPETENCIES

  • Excellent oral and written communication skills
  • Strong documentation skills
  • Excellent interpersonal skills
  • Strong customer service skills
  • Good team building skills
  • Good planning and organizing skills
  • Ability to conduct research and analyze results
  • Ability to troubleshoot technology problems
  • Experience with use of help desk/customer service automation tools
  • Proven analytical and problem-solving abilities
  • Ability to understand Clients’ IT environment
  • Ability to exercise initiative and sound judgment
  • Customer focused/oriented
 
We thank all applicants for their interest in this career opportunity.  Please note, however, that only shortlisted candidates will be contacted

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