Customer Service Associate

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.

We’re looking for friendly and dynamic Customer Service Associates to join our team and support our exciting airline campaign! As part of our team, you’ll be the first point of contact for passengers seeking assistance with their flights, bookings, and more – all while providing exceptional service with a smile. If you’re passionate about travel, helping others, and love working in a fast-paced, fun environment, this is the perfect role for you!

Essential Functions:

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

• •  Provide prompt, courteous, and efficient support to passengers regarding flight bookings, cancellations, and changes.
  •  Address and resolve customer concerns, complaints, and inquiries related to flight status, baggage, and other travel-related issues.
  •  Provide accurate and up-to-date flight information, including schedules, delays, cancellations, and gate changes.
  •  Assist passengers with booking, modifying, or canceling their flights through various systems and platforms.
  •  Accurately document customer interactions, including inquiries, issues, and resolutions, within company systems.
• Disclose information when required, using appropriate guidelines and following HIPAA regulations. 
• Demonstrate flexibility to perform every other duty as assigned by management.  
• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.

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!
• 3 or more CXCS including the English Language /High School Leaving certificate /Heart Level II certificate or equivalent qualifications.
• 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.