Customer Service Support I

OVERALL OBJECTIVE & PURPOSE

Core responsibility is to work closely with the Field Services Supervisor to handle day to day complaints, troubleshoot the calls on queue for the FSTs, if problems cannot be resolved, dispatch efficiently.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Provide helpdesk support to the retailer/agent as appropriate and log all calls in Cadence as well as dealing with the day-to-day effectiveness of overall Customer Service offerings in the Field for the FSTs, dealing with dispatched calls.  
• Regularly review all Queues in Cadence with particular attention to the assigned and Dispatch queues in order to ensure that all cases are handled efficiently.
• Ensure that he/she provides prompt, attentive, and friendly service and responds with a sense of urgency.   
• Keeps customers informed appropriately, by performing follow-up calls with agents who had previously reported problems/issues.  When possible, anticipates and resourcefully resolves customer’s needs and offers solutions. 
• Prevent high turnaround times for calls to be dispatched to agent locations by liaising with the FST team and advising the agent of any changes in the arrival time to resolve their issue.
• Understands the importance of excellent customer service and consistently strives to understand and exceed customers’ expectations. 
• Demonstrates awareness of and sensitivity to internal and external customer needs. 
• Establishes rapport and builds trust with customers.  Manages customer complaints and frustrations with empathy and understanding, escalating issues as required.  
• Speaks in a pleasant, cheerful, natural manner with customers.
• Work with FMR’s to ensure Agents have adequate distribution of merchandising, consumable and marketing materials.
• Undertakes “Courtesy” calls to Chronic Retailers to support with the enhancement and improvement of customer service to these agents.
• Responds to telephone calls, emails, and requests for information in a timely manner.
• Ensuring that for all calls which require equipment to be moved and or placed at an agent location that the equipment is updated on Cadence.
• Timely feedback to agents on the delivery of their stock
• Produces written material that is clear, concise, and easily understood. Material is free of spelling and grammatical errors. 

REQUIREMENTS

ACADEMIC BACKGROUND

• Diploma in Computer Science or Information Technology.
• Advance knowledge in Microsoft Office and Excel will be an asset.

EXPERIENCE

• Availability to work on Saturdays and Sundays.
• At least two years’ experience in a related field.
• Good knowledge of the roads and districts across Trinidad and Tobago

ESSENTIAL REQUIREMENTS

• Consistently demonstrates a positive outlook in his/her work.
• Excellent interpersonal skills.
• Good documentation and report writing skills.
• Willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
• Accepts new assignments, challenges, and change in a positive manner.

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

#LI-RQ