Customer Service Agent - Ocho Rios

This is an exceptional growth and development opportunity for Customer Centric individuals. We are seeking talented Customer Service Representatives to assist the company’s leadership team in the delivery of exceptional customer experiences on behalf of our clients.

Communication Skills

• Ability to effectively communicate his/her thoughts in a well-organized understandable manner.
• Demonstrates clear and polite written and oral communication.
Technical Skills
• Ability to type 25 words per minute with few grammatical errors.
• Ability to effectively navigate the internet, email and instant messaging.
• Basic computer proficiency.

Customer Focus

• Demonstrates a strong customer Orientation.
• Takes ownership to follow up with customers to ensure their needs and expectations are satisfied
and promises are kept.

Customer Interaction Skills
• Friendly and upbeat style.
• Displays helpfulness.
• Ability to empathize with customers.
• Ability to set expectations and deliver information in a positive and articulate way.
• Ability to handle irate customers effectively.

Problem-Solving Skills
• Investigates and take action to meet customer’s needs.
• Ability to use emotional intelligence to resolve customer’s issues.
• Solves routine problems effectively, gathering the information necessary from the customer.
• Applies systematic approach to solving problems.
• Ability to demonstrate critical thinking skills.

Interpersonal Skills
• Professional and positive interactions with others and is able to establish rapport quickly.
• Treats others with courtesy and respect.
• Able to adjust his/her behavior and communication to accommodate working styles and
perspectives of diverse individuals.

• Ability to work with little or no supervision and operate within a team environment.
• Demonstration of resolution skills and capabilities within scope of job duties

Flexibility
• Ability to adapt to changes. (Working on different teams, line of businesses, sites/locations,
onsite/home)
• Must be able to work on any shift within a 24-hour work day.
• Must be able to work on Weekends and Public Holidays.
• Must be able to commit to and work additional hours according to the needs of the business.

Responsibilities:
• Manage incoming calls from customers.
• Provide appropriate follow up which may include outbound calls.
• Assess customer’s needs and guide the customer accordingly.
• Maintains acceptable call lengths while remaining friendly, informative and helpful.
• Maintains productivity and quality standards.
• Demonstrates appropriate sense of urgency for customer responses.
• Escalates customer issues appropriately and correctly.
• Demonstrates timely accurate and professional customer service.
• Maintains a positive and professional demeanor and portrays the company in a positive
light.
• Demonstrates knowledge and use of departmental resources, policies and procedures.
• Must be proactive in escalating systemic issues.
• Must be able to take ownership of contact, offer a callback to the customer if one is
needed and provide a resolution to the customer.
• All other duties as assigned.

Minimum 3 CXC passes or equivalent qualification preferred or a combination of experience
and related skills and the ability to pass internal assessments