Office Gems is facilitating the recruitment of a CUSTOMER RETENTION REPRESENTATIVE for one of our clients based in Port of Spain.

The Customer Retention Representative will be responsible for re-engaging lapsed customers, contacting and re-engaging lapsed customers to submit the required documentation. He/ she will support the Company’s marketing and customer engagement initiatives as required, deliver the highest level of Customer Service, while handling queries from internal and external customers to increase loyalty, retain businesses or services, and quickly devise solutions to problems. The Customer Retention Representative will also accurately document customer interactions within the appropriate systems to ensure consistency in customer engagement.

KEY RESPONSIBILITIES

• Manage a large number of calls/emails in a timely and effective manner. 

• Act as a liaison between the company’s Compliance Department and its clients to resolve concerns.

• Mandatory logging and use of tracking tools to retain all information processed/ handled.

• Escalate customer complaints to respective personnel, when necessary

• Collate customer complaints received through various customer channels and promptly resolve/ escalate in keeping with company policies and procedures.

• Provide administrative and on-site support to the Marketing team during on-the-ground activations, events, and community engagement activities, as needed.

• Keep up with current information on the products/services offered by the company.

• Assist with activities for special projects as required.

• Meet quality targets as set out by the department/company.

• Educate customers on active product features and service offerings to cross-sell or upsell services.

• Handle all difficult situations with the highest level of professionalism.

• Adhere to company policies concerning confidentiality, conduct, deportment, internal controls, attendance, and punctuality.

• Exercise care in the use of company of tools/equipment utilized on the job.

• Perform any other job-related duties which may be assigned by the Supervisor/ Customer Experience Manager

REQUIRED QUALIFICATIONS, EXPERIENCE, KNOWLEDGE, AND SKILLS 

• Tertiary Education (at least an Associate's Degree) 

• Five (5) CXC passes, inclusive of Math and English 

• One (1) or more years of working experience in a similar capacity. 

• Customer Service Certification 

• Excellent customer relations, interpersonal, and communication skills 

• Computer literacy 

• Positive and enthusiastic work attitude 

• Strong sense of confidentiality 

• High level of personal initiative, integrity, and organizational skills 

• The ability to work effectively with others. 

• Decision-making, empathy, and problem-solving skills 

• Must be able to multi-task and work within a fast-paced environment

To Apply:
CLICK HERE to complete our Online Application Form and to upload your résumé.

Deadline: March 27, 2026