Customer Contact Agent-JETPAK TOBAGO

The Customer Service Agent – Jetpak (Tobago)- is responsible for responsible for developing, promoting and enhancing the company’s image and reputation by providing prompt, efficient and courteous customer service. Role includes processing orders, receiving payments, preparing correspondence to fulfil customer needs and facilitating the picking and movement of packages at the pickup location to customers.

KEY DELIVERABLES:

I. Customer Service: Ensuring that there is constant engagement with the existing customer base, to facilitate excellent service delivery, and goes beyond service expectations to assist customers by implementing mutually beneficial solutions.

II. Continuous improvement: Support the development of a culture of constant improvement by continuously measuring the internal and external factors and develop new and efficient ways to drive business opportunities

III. Operational Effectiveness- Identify deficiencies; make suggestions for corrective action to improve the customer experience and overall efficiency in the operations

FUNCTIONAL REPONSIBILITIES:

Assist with the engagement with the customer base, facilitating excellent service, and going beyond service expectations.

• Assist with the resolution of product or service matters.
• Assist with resolving customer queries. Assess the cause of service level gaps, select and explain the best solution to resolve any problems, and expedite corrective action or adjustments.
• Performs picking duties in an efficient manner that meets customer service standards.
• Use software to assist with the maintenance of customer records and update account information as directed.
• Use software to receive and process customer transactions and payments.
• Use software to maintain Jetpak’s financial accounts, reconcile reports where necessary and processes customer adjustments.
• Assist with the preparation of daily and weekly service reports.
• Assists with order and product management.
• Assist with efficient operational record keeping and filing.
• Seeks to capitalize on opportunities to exceed the customers expectations by keenly understanding and resolving requests in a professional and result-oriented manner.
• Maintains the standards associated with the Cargo and Jetpaks service level agreements.
• Performs such other duties outside the normal scope of responsibilities that may be required to maximize efficiency, productivity, teamwork, customer relations and enhance the entire operations of the company.

PERSON SPECIFICATION:

Candidates MUST reside in Tobago.

A minimum of five (5) GCE/CXC/CSEC Ordinary Level passes inclusive of Mathematics and English and at least two (2) years’ experience in a similar post or any equivalent combination of training and experience. Working knowledge MS Office Suite. Previous experience in the delivery, transportation, and courier sectors, as well as knowledge of basic accounting would be an asset. You should have a proven record of accomplishment in a similar role. You must have a strong customer orientation, while focusing on profitability, productivity, and excellent communication skills with the ability to communicate at all levels within the organization.