The selected candidate will be charged with handling escalated complaints management designs within Sagicor’s Group Contact Centre, and will be expected to resolve client issues with a timely manner and within business service levels, identifying system areas causing client complaints and engaging the various client areas of the Sagicor Group to support their escalation and resolve processing to communicate the outcome of their research to Sagicor’s clients
*This position requires the flexibility to work outside of normal business hours, including holidays, nights, and weekends.
Key Duties and Responsibilities:
Ensure that all client escalations and complaints are managed to excellent professional standards and within Sagicor’s terms and service level
Engage different business areas geared at finding resolutions for varying client escalated queries
Identify and report systemic issues causing complaints to improve processes and products
Capture all client contact accurately and concisely within the data capture systems (e.g. Service Portal, etc)
Academic Qualifications/Specialized Skills/Competencies:
A minimum of an Associates’ Degree, in a business-related area, or another relevant discipline, from a recognized tertiary institution
At least 2 year experience in a contact centre role and/or in a contact centre setting
Customer service/sales background required
Experience working with projects and supervising personnel, preferred but not required
Certification on research methodologies and delivery would be an asset
Strong communication skills
Proficiency with personal computing productivity applications including Word, Excel and PowerPoint.
Good understanding of the company's products, processes (including call and/or administrative functions), operating platforms and applications
APPLY HERE by Tuesday, February 28, 2017.
