Contact Centre Agents

Island Routes is offering an exciting opportunity for enthusiastic and personable individuals to join our dynamic Contact Centre team, in Montego Bay, Jamaica. Is this you? Go ahead and apply for the role of a:

Contact Centre Agent

Primary Duties:

• Ability to handle and process large volumes of data via spreadsheets within a specified timeframe.
• Keen attention to detail with the ability to identify and correct errors or omissions while performing multiple tasks simultaneously.
• Ability to perform tedious, repetitive, and lackluster tasks within a sedentary role without losing drive, passion, or enthusiasm.
• Exceptional verbal and written communication skills with the ability to interact at the highest levels with peers, supervisors, senior executives, vendors, partners, and other internal and external customers.
• Solution-orientated with the ability to troubleshoot and handle customer complaints effectively by giving “world-class customer service” with the intent of client retention and maintaining key partnerships and relationships.
• Critical thinker with proven ability in dealing with difficult situations and attaining first call/ contact resolution thereby increasing customer satisfaction.
• Track record perusing prospective sales leads and securing sales on behalf of the business unit. 
• Develop and maintain an understanding of the day-to-day operations of various internal departments and their procedures and policies in order to suggest possible outcomes and make proper recommendations to customers.
• Be able to support, maintain and (or) improve standards of record-keeping related to interactions with customers.
• Assist and support the process of updating and correcting information, related to marketing material, website info, promotions, events, etc. by up lining any relevant changes or improvements to the attention of the business unit manager.
• Consistently maintain good attendance and punctuality record.
• Meet and exceed Quality Assurance(Q.A.) standards as it relates to service level expectations.
• Meet and exceed KPIs and other service standard expectations of the company.
• Be willing to participate in workshops, training activities, and other company-related events as deemed necessary.
• Any other duties as assigned by Management.

Knowledge, Skills, and Aptitude required:

• Must possess excellent oral and written communication skills.
• Must be detailed oriented.
• Have excellent interpersonal skills - Excellent critical thinking skills, problem-solving and interpersonal skills, and solutions-oriented.
• Ability to type at least 50 WPM.
• Have the ability to work in a fast-paced, multi-cultural environment and therefore promote harmonious relationships (inter & intra departmentally).
• Must be professional, positive, open-minded, and energetic.
• Be able to work on own initiative and solution orientated.
• Ability to be flexible with work schedule.
• Ability to multitask and manage time.
• Must be able to shape new ideas for business growth.
• Must be confidential.

Qualifications:

• A Minimum of a Diploma or O’ level subjects including English Language or Heart Vocational Training Level II certificate in Hospitality, Customer Service, or Call Centre.
• 2 to 4 years of experience in a similar position or in the Tourism Industry.
• Computer literate with computer applications and software, i.e. Microsoft Applications (Excel, Word, Outlook). 

Please Note: Only Shortlisted Candidates Will Be Contacted. Thank you for your application.