Call Center Agent

About the role

Bert's Auto Parts is looking for Call Center Agents in Kingston to provide excellent customer service to its customers by email, social media and voice contact. The role is a two-year time-limited position.

Key responsibilities

• Answer telephones promptly and courteously, and answer texts and WhatsApp messages quickly
• Initiate sales transactions and follow up with the branch on goods to be prepared for customer or courier pickup
• Prepare pro-forma invoices and send them to customers in a timely way
• Tell customers about new products and sales, and give accurate information on products and services
• Follow up on customer requests within the agreed timeframe and update the customer database
• Interface with customers on social media and perform related duties such as sales representative tasks

Required profile

• Diploma or associate degree, or at least 6 O'Levels or CXC subjects
• At least two years of related experience
• Ability to handle a high volume of calls and to work on weekends

Required skills

• Excellent written and oral communication and interpersonal skills
• Computer literacy and knowledge of customer service principles
• Time management, problem-solving and stress tolerance

Performance targets include answering every call within five seconds, resolving at least 90% of calls at first contact, meeting schedule and average handle time standards, and keeping the customer database up to date.