• Answers calls and responds to emails

• Handles customer inquiries via telephone and by email

• Researches required information using available resources

• Manages and resolves customer complaints

• Provides customers with product and service information

• Enters new customer information into database

• Updates existing customer information

• Processes orders, forms and applications

• Identifies and escalates priority issues

• Routes calls to appropriate resource personnel

• Pursues customers’ calls where necessary

• Produces call reports

• Excellent communication skills

• Good organizational skills and attention to details

• Good judgment

• Ability to work in a team environment

• Ability to tolerate stress

• Sound work ethics

• Resilience

• Proficiency in relevant computer applications

• Good data entry and typing skills

Minimum Required Qualifications and Experience

• Five (5) CXC subjects including English Language and a numeric subject

• Certificate in either Paralegal Studies, Business Administration, Marketing, Psychology or a related field

• One year experience in a Call Centre or Customer Service environment