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bertsautopartsjm

CALL CENTER AGENT

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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.