Contact Center Agent (Contract)

About the role

The Contact Center Agent is a contract position based in Nassau, responsible for handling inbound and outbound customer interactions across phone, chat, and email channels. The role focuses on delivering high‑quality service, meeting performance targets, and ensuring compliance with company standards.

Key responsibilities

• Handle inbound and outbound calls, chats, and emails, accurately identifying customer needs and providing timely resolutions.
• Follow call handling best practices, including greeting, verification, issue resolution, and proper closure.
• Meet or exceed assigned KPIs and participate in coaching sessions to improve performance.
• Adhere to quality standards, scripts, and regulatory requirements during every interaction.
• Maintain strict schedule adherence, including login/logout times, breaks, and shift assignments.
• Resolve customer inquiries on the first contact whenever possible and escalate when necessary.
• Document all interactions accurately in the CRM system and keep records up‑to‑date.
• Identify process gaps or pain points and contribute to continuous improvement initiatives.
• Collaborate with supervisors, team members, and support departments in training, calibrations, and meetings.

Required profile

• Associate degree in Business Administration or Telecommunications preferred (not mandatory).
• 3‑5 years of experience in customer service or an IT‑related field.
• Strong verbal and written communication abilities.

Required skills

• Proficiency with Microsoft Office Suite.
• Experience using CRM systems and other customer‑service software tools.