Customer Care Advocate

Whats The RoleThe Customer Service Advocate will be required to work on a 24 hour rotating shift system and will be responsible for answering inquiries via telephone, e-mail, chat or any other media provided by the organization; educating new and existing customers, resolving customer queries via troubleshooting, promoting and selling the organization's products and services; scheduling and escalating issues where required.What You'll DoAnswers incoming calls, chats, emails from customers and engages in troubleshooting efforts where necessary to address customers’ concerns within defined Service Level Agreement of the organization; engage in outbound calls, chats, emails, and other means of interaction with customers to meet with established departmental goalsPromotes consistent and excellent customer relations and loyalty via interactions with customers by use of appropriate information gathering and problem-solving techniques in accordance to established company guidelines and targets defined by the department’s Key Performance Indicators (KPIs)Promote and accurately communicate the Company’s products and services ensuring defined Sales Targets are met and update customers when changes occurResolves service problems by clarifying customers’ complaints and concerns, determines the causes and selects the best solution either by guiding the customer through the necessary steps for resolution and/or with the assistance of inter-related departments using the company’s established problem-solving techniques, tools and applications to ensure customer issues/requests are handled appropriately and in a timely mannerOpens, maintains and updates customer accounts in accordance to established company guidelinesResolve billing queries, make account adjustments relating to payments or credit for service-related problems using the company’s established application/sServes as a team player and effectively supports others as need be to solve customer or operational issues by discussing and then developing possible solutions, takes initiative to find value-added work when call volume is lowDevelops and maintains positive relations with all customers, new and existingPerforms any other duties related to job functionsExperienceAt least two (2) years’ experience in a customer service environmentBasic knowledge of a variety of computer operating systems and networkingCompTIA Network+ and Windows networking experience would be an asset to the position but is not requiredComprehensive knowledge of our telecommunications products and services- cable, broadband and voiceQualificationsA minimum of five (5) General CXC O’ Level passes inclusive of Mathematics and EnglishKey BehaviorsSuperior customer service skillsExcellent problem solving and troubleshooting capabilitiesComprehensive knowledge of telecommunications services- cable, broadband and voice.Strong conflict resolution, co-ordination and organizational skillsExcellent interpersonal, written and verbal communication skillsAbility to work in a dynamic environmentTeam orientationMust be computer literateWho We AreWe are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the regionWhy Join UsTechnology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.