Position Title: Customer Communications Associate

Department: Marketing & Customer Experience

Reports To: Marketing Manager

Role Overview

We are seeking a dynamic and customer-focused professional to join our Customer

Communications team.

This role goes beyond traditional call centre responsibilities. As a Customer Communications

Associate, you will play a critical role in shaping the customer experience — acting as a trusted

first point of contact, driving appointment conversions, and supporting business growth

through meaningful customer engagement.

You will engage with customers across multiple touchpoints, guide them through available

services, and ensure every interaction reflects professionalism, efficiency, and care.

Key Responsibilities

 Manage a high volume of inbound and outbound customer interactions with

professionalism and efficiency

 Proactively engage customers to secure appointments and maximize attendance rates

 Maintain accurate and timely records of all interactions within internal systems

 Identify customer needs quickly and provide clear, relevant solutions

 Promote current campaigns, offers, and services in a natural and persuasive manner

 Support revenue generation through effective communication and opportunity

identification

 Ensure a consistently high standard of call quality and customer experience

 Address customer concerns with empathy and escalate where necessary

 Collaborate with internal teams to ensure seamless service delivery

 Monitor trends in customer interactions and flag insights to management

 Execute assigned call campaigns and database outreach within required timelines

 Adhere to internal processes, systems, and communication standards

 Participate in ongoing training and performance improvement initiatives

What We’re Looking For

We are looking for individuals who are not just task-oriented, but results-driven, customer-

centric, and commercially aware.

Requirements:

 Experience in customer service, client engagement, or a similar role (call centre

experience is an asset but not required)

 Strong communication skills — clear, confident, and engaging

 Comfortable working with targets, KPIs, and performance metrics

 Familiarity with CRM systems or digital customer tools is an advantage

 Proficiency in Microsoft Office applications

 Minimum of five (5) CXC/GCE subjects including English and Mathematics

 Flexibility to work Saturdays and across different locations if required

Core Competencies

 Strong interpersonal and communication skills

 Active listening and problem-solving ability

 High level of organization and attention to detail

 Ability to multitask and manage competing priorities

 Adaptability in a fast-paced, performance-driven environment

 Positive attitude with a strong team orientation

 Self-motivated with a drive to achieve and exceed targets

What Sets This Role Apart

 Opportunity to contribute directly to business growth and customer experience

 Exposure to marketing campaigns and customer engagement strategies

 A performance-driven environment with clear targets and measurable impact

 A team culture focused on collaboration, accountability, and continuous improvement

Additional Information

Other duties may be assigned in line with the evolving needs of the business.