Customer Care Representative

Join AWOS as a Customer Service Representative supporting a fast-growing US-based client. If you're passionate about service, love solving problems, and want to work in a structured and supportive in-office environment — this is your opportunity.

Customer Service Representative

Location: On-site (Kingston, Jamaica)
Workplace: AWOS Office – 19 Cargill Avenue, Kingston 10
Company: AWOS (Advanced Worldwide Operational Support)
Client Account: Inspectify

About AWOS:
AWOS is a business process outsourcing (BPO) company focused on delivering reliable and high-quality customer support to growing businesses. We are currently hiring two Customer Service Representatives to support one of our valued clients, Inspectify, a platform powering home inspections for real estate and property management partners.

Position Summary:

As a Customer Service Representative, you’ll be the frontline support for Inspectify’s customers, inspectors, and partners. You’ll assist with everything from booking inspections to resolving technical issues, while delivering exceptional service across phone, email, chat, and internal tools.

Key Responsibilities:

💬 Customer Communication & Support

• Respond to customer inquiries via phone, chat, email, and internal messaging tools (e.g. Slack, Heymarket, Front).

• Provide prompt, professional service and uphold service level agreements (SLAs).

• Establish strong rapport with inspectors, tenants, and clients.

📦 Order Fulfillment & Scheduling

• Manage and fulfill home inspection orders, including onboarding Showami agents and confirming order details.

• Follow up on pending, rescheduled, or unbooked orders and close orders in a timely manner.

• Ensure access and scheduling information is accurate and updated.

🛠️ Issue Resolution & Troubleshooting

• Address customer concerns and technical issues related to app functionality, scheduling, or inspection logistics.

• Identify bugs, impersonate users to test scenarios, and escalate issues to Product Ops or Tech teams when needed.

• Offer refunds or concessions when necessary.

📈 Process Improvement & Efficiency

• Track trends in customer feedback and suggest process improvements.

• Analyze root causes of operational issues to reduce repeat problems.

• Document learnings and update internal systems (e.g., HubSpot) for team visibility.

• Contribute to the training and onboarding of new Tier 1 agents.

Key Qualifications:

• 1+ year experience in customer service, BPO, or administrative support (in-person or remote)

• Excellent communication skills (both verbal and written)

• Strong problem-solving skills and attention to detail

• Tech-savvy and comfortable navigating CRMs, chat tools, and email systems

• Ability to work independently and manage multiple priorities

• Comfortable working in a fast-paced, structured support environment

• Must not be currently enrolled in any school or academic program

• Willingness to work a fixed schedule that may include one weekend day (Saturday or Sunday)

Preferred Tools Experience (Not Required but a Plus):

• HubSpot

• Heymarket

• Front

• Slack

• Google Suite

What We Offer:

• Competitive salary (starting at JMD $120,000/month)

• Health coverage after probationary period

• Performance-based recognition

• Supportive and professional in-office environment

Please note: This is an on-site position. All team members are required to work daily from our office at 19 Cargill Avenue, Kingston 10.