FT Farfan - Customer Care Coordinator

Job Purpose

The Customer Care Coordinator will assist in maintaining high-quality customer interactions and smooth Call Centre operations. This role focuses on monitoring calls, supporting agents, handling escalations, coordinating training, and ensuring timely reporting to improve overall service quality.

Key Duties and Responsibilities

• Listen to and monitor calls to ensure quality standards are met.
• Coordinate the distribution of administrative tasks within the department.
• Provide coaching and guidance to agents to improve performance.
• Maintain call quality reports and track improvements over time.
• Participate in calibration sessions with team members.
• Support resolution of escalated customer queries professionally.
• Conduct customer survey callbacks and follow-ups.
• Help coordinate training sessions and schedules for agents.
• Provide assistance in agent onboarding and skill development activities.
• Maintain attendance records and assist with basic administrative tasks.
• Support other operational needs to ensure smooth Call Centre functioning.
• Handle customer queries from all multiple channels
• Processing of Invoices, Pick Tickets and Quotations
• Demonstrates active adherence to all Health, Safety, and Environmental (HSE) policies, and foster HSE awareness
• Perform other related duties as assigned by management
  
  

Academic Qualifications and Experience

• A minimum of Five (5) CXC O’ Level passes, inclusive of English Language and Mathematics
• Proficiency in the Microsoft Suite of products
• Minimum of two (2) years’ experience in a similar position
  
  

Competencies

• Excellent interpersonal skills
• The ability to motivate and direct others
• Excellent organizational skills
• Excellent Communication skills, both oral and written
• Team oriented
• The ability to work in a fast paced environment with minimum supervision