Sagicor Group Jamaica Limited is seeking to identify a suitable candidate to join our Group Client Contact Centre team in the capacity of,
Contact Centre Associate Trainee - Contract (Grade 2)
The selected candidate will be responsible for answering incoming queries in the form of calls, e-mails and chat correspondence from clients (healthcare providers, financial advisors, employer representatives and individuals) as well as servicing outbound call campaigns while ensuring world-class client service and maximizing productivity.
Key Duties and Responsibilities:
- Respond to client queries through our support channels (calls, live chat portal and e-mails).
- Resolve basic types of client service inquiries including those regarding personal health information, premiums and information updates, bank and investment type queries.
- Provide excellent client service to all our clients whether internal or external.
- Identify and assess provider and client needs and take appropriate actions to satisfy those needs.
- Use technology to track, route and retrieve information.
- Locate and interpret complex information from a number of databases.
- Perform administrative tasks, including those involving client product knowledge, client-specific knowledge of plan or policy components and systems and workflow knowledge for the various lines of business.
- Perform other related duties assigned from time to time.
Academic Qualifications/ Specialized Skills/ Competencies:
- Associate Degree in Business Administration or a Client Service-related discipline from a recognized institution.
- Client service background desired but not required.
- Minimum of two (2) years’ working experience in a client facing environment.
- Excellent communication, organisational, problem solving and decision-making skills.
- Attention to detail and quality focused.
- Able to perform multiple tasks simultaneously.
- Strong client service orientation.
- Able to build and maintain productive working relationships, be confidential, and contribute as an effective team member.
- Flexible and able to adjust quickly and react positively to change.
- Flexibility in following a schedule provided by the Workforce Management Associate.
- Open to receiving feedback from the Leadership team and team members.
- General proficiency in the use of a PC including data entry skills and knowledge of Microsoft Word/Excel.
