Mirrai Careers

CALL CENTER AGENT

Bert's Auto Parts

Kingston, Jamaica Posted 30+ days ago
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Are you ready to embark on a thrilling journey in the world of customer service? We're on the lookout for passionate individuals to join our vibrant team as Call Center Agents! This isn't just a job; it's an opportunity to be part of a high-energy, innovative, and customer-centric environment. GENERAL JOB PURPOSE/SUMMARY To provide exemplary customer service to all Bert’s Auto Parts customers via email, social media & voice contact. JOB SPECIFICATIONS   * Answer telephones promptly and courteously. * Initiate sales transaction and follow through with branch for merchandise to be prepared for customer or courier pick up. * Prepare pro-forma invoices for customers and dispatch to them in a timely manner. * Inform customers of new product offerings and sales. * Provide customers with accurate and thorough information on products and services. * Follow-up on customer requests within the specified timeframe. * Update customer database to ensure accurate records of customer history. * Promptly answer customers’ texts and WhatsApp messages. * Interface with customers via social media as required. * Perform related duties when required to do so e.g. Sales Representative. * Perform any other duties required to ensure the effective flow of operations. PERFORMANCE CRITERIA The job is satisfactorily performed when:   * Agent is present at workstation at least 5 minutes before commencing of duties and phone placed in ready mode. * Schedule adherence target is met. * All calls are answered within five seconds. * All calls are resolved within the preset Average Handle Time standards. * All calls are handled according to the department’s quality assurance structure including but not limited to accurate & thorough information delivery, customer service skills and telephone etiquette. * At least 90% of all calls are resolved at the first point of contact. * The number of calls taken monthly are aligned with the preset standards. * Customer database is updated with customer information.    COMPETENCIES * Excellent written and oral communication skills * Computer literate * Excellent time management skills * Exceptional interpersonal skills * Knowledge of customer service principles and practices * Intrinsically motivated * Keen listener * Patient * Problem analysis and problem-solving skills. * Stress tolerance    QUALIFICATIONS AND EXPERIENCE  * Diploma or an Associate Degree * At least 6 O’Levels or CXC subjects * Two years related experience. WORKING CONDITIONS AND PHYSICAL DEMANDS * Frequently answer high volume of calls * Sedentary position * Required to work on weekends.

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