Customer Service Associate (Call Center Agent)-St.James-Ref:ICO163

ESSENTIAL FUNCTIONS

• Resolves complex or unusual requests and problems that may require a customized response and communicates solution or requested information to the client.
• Analyzes a client’s service needs and refers to others for follow up or additional information as needed.
• Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
• May be assigned to support services that are more complex or critical.
• Utilize a customer database to record activities and research information.
• Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office

equipment such as computers, phones, photocopiers and filing cabinets.

REQUIRED EDUCATION AND EXPERIENCE

• Minimum Secondary School Leaving Certificate/HEART Level II Certificate/3 CXCs
• Minimum 1 year Customer Service experience preferably within BPO
• Proficiency in using a computer and working with Windows based application
• Ability to work within established procedures with a moderate degree of supervision