Job Title:    Flex Customer Service & Sales (CSSA) Agent

Job Description: 

The Flex CSSA is an integral part of our customer service and sales team, responsible for delivering unparalleled service across multiple channels, including branch locations and contact center platforms. Working in close collaboration with fellow employees, departments, and external partners, the Flex CSSA plays a pivotal role in ensuring customers receive accurate, efficient, and effective assistance.

Primary duties and responsibilities:

• Manage large number of various cash or non-cash transactions in timely, professional, and efficient manner.
• Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction via all mediums.
• Familiarize self with  company’s’ products and services  to competently respond to  inquiries
• Ensure that all policies and procedures, code of conduct and compliance guidelines are complied with in the process of discharging duties
• Create customer profiles, process new loan accounts where necessary by capturing all necessary information and documents in line with company’s policy. 
• Seize opportunities to upsell products when they arise and build sustainable relationships by engaging customers
• Utilizing software, databases, scripts, and tools appropriately
• Escalate complex customer issues and challenges to the Team Lead working collaboratively for effective resolution
• Ensure that customers’ and company confidential information is properly protected and only used for official purposes
• Improve customer experience with the company by communicating effectively when informing customers of promotions and new products.
• Manage non-cash and cash transactions in timely, professional, and efficient manner.
• Ensure when at the Branch all cash policies & procedures are followed for efficient end of day balancing.
• Coordinate as a team for Marketing initiatives, when possible, to drive customers uptake
• Ensure when working via Contact Center platforms all non-cash policies & procedures are followed.
• Work collaboratively with the team and perform other duties as assigned when needed

 Qualifications Students:

• Minimum high school diploma and currently enrolled in a higher-level educational institution.
• Tech Savvy
  

Qualifications for Retirees:

• Recently retired from an office environment, where daily computer utilization was a fundamental aspect of responsibilities. 
• Tech Savvy
• Experience in customer service or sales is a plus.

 Knowledge/Skills/Abilities:

• Computer Literate
• Strong communication skills both verbal and written.
• Commitment to maintaining a positive and customer-centric attitude.

 Attitude and Behaviours:

• Service Oriented
• Team player
• Flexible & Adaptable

 Working Environment:

Office at one of Quick Stop Branch: Belize City, Belmopan, Orange Walk and San Ignacio.

Work schedule is coordinated with supervisor with a guaranteed work hours of 50 hours to 100 ours per month.