Chat - Customer and Technical Support Associae

Iterum is a leading nearshore customer contact management service provider with reach in Panama, Mexico, Colombia, Puerto Rico, USA, and Jamaica.

Job Summary:

We are Customer and Employee Obsessed. Customer Service & Sales Associates are leaders who consistently insist on the highest standards and display ownership by developing the best. They accomplish results by providing great experiences to our customers, always following the stated policies and procedures.

Customer Service & Sales Associate is responsible for delivering our vision and building relationships with our customers in a call center environment.  This position requires you to demonstrate leadership skills and genuine interest in contributing to the culture and supporting the customers to achieve their cosmetology and skincare needs while maintaining the trust of our customers and communities.

Essential Functions:

Customer Service & Sales Associate responsibilities include but are not limited by the ones described as follows.

• Respond promptly to customer inquiries and issues whether via (phone, email, chat, and other communication channels).
• Provide accurate information and assistance on a wide range of products, services, billing inquiries, complaints, customer faults and other inquiries.
• Address customer concerns with patience, empathy, and professionalism, ensuring timely resolution and follow-up as needed.
• Effectively manage both voice and non-voice interactions, adapting communication style to suit the customer's preferences and needs.
• Utilize internal systems and resources to access customer account information, process orders and other requests. As well as update customer records accurately.
• Collaborate with cross-functional teams, including technical support, internal support, and other teams, to resolve complex customer issues and escalations.
• Stay updated on product features, promotions, policies, and industry trends to provide nformed and relevant assistance to customers through the utilization of requisite Knowledge repositories.
• Meet or exceed performance targets and quality metrics, including call handling time, first call resolution, customer satisfaction scores, Net Promoter, and adherence to service level agreements were applicable.
• Document customer interactions and feedback accurately in the customer relationship management (CRM) system/s and requisite tools, ensuring data integrity and compliance with privacy regulations.
• Participate in ongoing training and development programs to enhance product knowledge, communication skills, and customer service techniques.

Competencies:

• Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
• Strong sales skills.
• Dependable, responsible and willing to accept accountability.
• Ability to practice confidentiality and follow HIPAA regulations with patient information.
• Knowledge of/or ability to quickly learn products, services, policies, procedures, and regulatory guidelines, as well as engaging in a sales and service process.
• Ability to practice professional ethics and use discretion concerning company directives and proprietary information of the organization. 
• Ability to manage 3-screen monitor use.
• Computer literate; skilled in typing 25 WPM or greater. 
• Good interpersonal skills; ability to work well with others. 
• Demonstrated Critical Thinking ability, conversational & persuasive.
• Excellent organizational skills with the ability to prioritize workload and multi-task in a fast pace environment while maintaining accuracy and attention to detail.
• Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
• Outstanding listening and communications skills, both written and verbal.
• Customer service orientation with effective problem-solving abilities.
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.

Qualifications:

• Customer service and sales mentality with a positive attitude
• High school diploma or equivalent, Associate Degree, or college education (though not required). Minimum passes of 4 CSEC/GCE /CAPE. Passes must include Mathematics and English at least at the CSEC or GCE level 
• Previous experience in customer service, preferably in a call center environment, is an asset.
• At least 1 year BPO Experience with the ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
• Outstanding listening and communication skills, both written and verbal.
• Excellent English skills.
• Excellent communication skills (verbal & written). Writing background (grammar buffs wanted)
• Must have copies & originals of your qualifications, TRN, NIS, ID & Birth Certificate.
• Must be able to train and/or work onsite.
• Must be flexible to work ANY Full-Time Shift including weekends and holidays
• Ability to deal with stress & work pressure in fast-paced environment.
• Must be flexible to work any 8 hours shift within 24 hours, any 5 days of the week.