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Customer Service Call Agent Vacancy

Customer Service Call Agent

Actavo

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Description

Responsible for answering and dealing with incoming telephone calls

Job Title: Call Agent

Division: Network and In-Home Division

Department: Back Office, Service Delivery

Reporting Line: Client Services Representative Supervisor

Location: Trinidad

Summary of Role:

Actavo’s Call Agent is responsible for supporting and completing customer inbound and outbound calls. The Agent is responsible for contacting and confirming customer appointments. The agent is expected to give excellent customer service and expedite their duties in a professional manner within our Telecommunication Division in Trinidad and Tobago.

Duties and Responsibilities:

• Provide best in-class customer service to all customers.
• Ensure all calls are treated within strict adherence to company Call Management KPIs
• Perform ETA confirmation calls daily in accordance with KPI targets
• Document all call information according to standard operating procedures
• Recognize and escalate to the Managing Team trends in customer calls
• Follow up on customer calls where necessary
• Ensure all tasks are efficiently completed within designated shift.
• Maintaining an up to date knowledge of products and procedures to deal with calls efficiently
• Recommend process improvement
• Adhering to all Health and Safety processes
• Ad-hoc duties as required

Knowledge, Skills and Abilities:

• 1-2 years previous experience working in a high-volume inbound call centre environment
• Minimum of 4 O’Levels including English
• Customer Service training an asset
• Excellent literacy, listening and verbal communication skills
• Courteous and friendly professional telephone manner essential
• Attention to details
• Flexibility to work shifts in line with business requirements
• Ability to represent the company in a professional manner at all time
• Embody and demonstrate company’s core values
• Must be a team player
• Able to work in a fast-paced environment
• Good problem-solving skills
• Exceptional customer/client focus with a positive can-do attitude

Customer Service Call Agent Vacancy

Apply Now

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About Actavo

Actavo are an engineering solutions company with global reach. Our name Actavo, inspired by the Latin word ‘Actus’ meaning performance and action is more than just a name. It is a reflection of our active spirit, our bold ambitious drive and our commitment to performance excellence. We are an energised company, operating in diverse and demanding markets, offering a breadth of services, from energy to events, business support to building solutions, communications to construction. Our combination of experience, technical expertise, commercial capabilities and determination to deliver, enable our clients to grow and prosper.

Our teams of leading experts, get things right first time, providing the trust, reliability and quality of service our customers require. Our people ensure that deadlines are met and projects are delivered to the highest standard. We have an exceptional track record in successfully managing complex projects within short time-frames and are keenly focused on performance in all our dealings, which is firmly rooted in every single member of our team.

We work in partnership with our clients, always listening to their needs, ready to provide solutions to project challenges. Each project is different and approached on an individual basis, but all projects must be managed in a structured and strategic manner in order to deliver on our promise of always going beyond for our partners.

We encourage a spirit of innovation. We are constantly pushing ourselves to drive improvements and efficiencies. Introducing smart technologies to traditional industries, we streamline processes, provide real-time innovation and make work more efficient. We have invested heavily in workforce and workflow software and programme management methodology to deliver projects on-time and in-budget.

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