Customer Care Executive

JOB OVERVIEW

Job Title: Customer Care Executive

Department: Consumer Sales

Reports to:   Consumer Services Supervisor

Location:   Carriacou

JOB RESPONSIBILTY  

Addressing customer inquiries, resolving issues, providing product information, and promoting customer loyalty through personalized and empathetic interactions.  This role is crucial in delivering exceptional customer service, building positive relationships, and ensuring customer satisfaction.

MAIN DUTIES & REQUIREMENTS

Customer Interaction:

• Respond promptly to customer inquiries via various communication channels, including phone, email, and messaging platforms.
• Listen attentively to customer concerns, questions, and feedback, demonstrating empathy and understanding.
• Provide accurate and helpful information about products, services, policies, and procedures to assist customers effectively.

Issue Resolution:

• Troubleshoot customer issues, complaints, and technical problems, aiming for swift and satisfactory resolution.
• Follow established protocols and procedures to address customer concerns, escalating complex issues to appropriate departments when necessary.
• Document customer interactions, including details of inquiries, resolutions, and follow-up actions, using CRM software or other designated systems.

Customer Support:

• Assist customers with account-related tasks, such as account setup, account updates, billing inquiries, and subscription management.
• Guide customers through troubleshooting steps, self-service options, and online resources to empower them to resolve simple issues independently.
• Educate customers on product features, usage tips, and best practices to enhance their experience and maximize value.

Quality Assurance:

• Adhere to service level agreements (SLAs) and quality standards for customer service, striving to meet or exceed performance metrics.
• Participate in quality assurance activities, such as feedback sessions, and training programs, to enhance service delivery and consistency.

Cross-functional Collaboration:

• Collaborate with internal teams, including technical support, sales, billing, and operations, to address customer needs and facilitate issue resolution.
• Communicate customer feedback, trends, and insights to relevant departments to drive product improvements and service enhancements.

Continuous Improvement:

• Identify opportunities for process improvement and service optimization, providing feedback and suggestions to management for enhancing customer experience.
• Stay updated on industry trends, product updates, and company policies to maintain a high level of product knowledge and proficiency.

Any other duties within the scope of the job periodically assigned by Supervisor/Manager.

ACADEMIC QUALIFICATIONS AND/OR EXPERIENCE REQUIRED

• High school diploma or equivalent with minimum 3 CXC passes (Mathematics and English included).
• Customer care training or certification is an advantage.
• At least 1-year experience in a similar role.
• Experience in telecom or customer service industry.
• Experience in managing customer escalations and resolving complex issues.

SKILLS/COMPENTENCIES REQUIRED

• Competency in Microsoft Suite (Word, Excel, PowerPoint, Outlook, etc.)
• Excellent communication and interpersonal skills with a professional and courteous demeanor.
• Strong problem-solving skills and attention to detail, with the ability to handle multiple tasks and prioritize effectively.
• A customer-focused mindset and a genuine desire to assist customers and exceed their expectations.
• Knowledge of telecom products and services, and applications.
• Ability to work in a fast-paced environment and adapt to a dynamic environment.
• Strong ability to connect with diverse customers and build relationships.
• Willingness to work flexible hours, including weekends and holidays.

WORKING CONDITIONS

• 40 hours per week, which may include working on weekends based on business needs. Candidates should be flexible to meet critical deadlines.