Customer Experience Representatives

Customer Experience Representative (Work From Home) – Temporary Contract

We are seeking to build a pool of Customer Experience Representatives to join their team on a temporary work-from-home assignment.

If you are customer-focused, have excellent communication skills, and enjoy helping people during sensitive situations, we would love to hear from you.

Position Details

Employment Type: Temporary Contract
Work Arrangement: Remote (Work from Home)
Rate of Pay: TT$30.00 per hour

Working Hours: Monday to Friday

• Shift 1: 9:00 AM – 5:00 PM

Job Summary

As a Customer Experience Representative – Breach Services, you will provide professional support to consumers whose personal information has been compromised. You will assist callers by providing information, verifying identities, answering questions, and guiding them through available identity protection and credit monitoring services while maintaining the highest level of confidentiality and professionalism.

Key Responsibilities

• Respond professionally to inbound customer calls.
• Verify customer identity and review information related to the data breach.
• Explain available support services and next steps.
• Calm and de-escalate distressed or frustrated callers using active listening and empathy.
• Accurately document customer interactions in Salesforce.
• Escalate complex issues to the appropriate specialist when necessary.
• Assist customers with enrolling in identity protection or credit monitoring services.
• Maintain confidentiality of sensitive customer information.
• Meet productivity and quality standards while delivering exceptional customer service.
• Perform other related duties as assigned.

Minimum Qualifications

• Five (5) CXC/CSEC O’Level passes, including English Language.
• Minimum of one (1) to two (2) years’ customer service or call centre experience.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to work independently in a remote environment.
• Excellent telephone etiquette and customer service skills.
• Strong time management and organizational skills.
• Proficiency in Microsoft Office and Microsoft Outlook.
• Spanish or French language skills will be considered an asset.

Technical Requirements

Applicants must have:

Computer

• Laptop running Windows 10 or Windows 11
• Apple computers and Chromebooks are not compatible
• Minimum 8GB RAM
• Minimum Intel Core i3 or AMD Ryzen 3 PRO processor
• Fully functional keyboard and mouse/keypad
• Display screen in good working condition

Software

• Windows 10 or Windows 11
• Microsoft Teams Desktop Application installed
• Active Microsoft Teams account (Outlook/Hotmail account acceptable)

Accessories

• Headset with microphone (Bluetooth or 3.5mm connection)

Internet

• Minimum internet speed:
• 250 Mbps Download
• 50 Mbps Upload
• Mobile hotspot or alternative internet connection for backup

Home Office

• Quiet, private workspace
• Computer desk and ergonomic chair

What We’re Looking For

We are seeking candidates who are:

• Customer-focused
• Compassionate and empathetic
• Professional and confidential
• Self-motivated
• Reliable and dependable
• Team-oriented
• Comfortable working with technology
• Able to remain calm under pressure

Interested candidates who meet the above requirements are encouraged to apply.