Customer Service Associate (Onsite)

Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out her Youtube video:

https://youtu.be/AsPjX-5uyQQ

This position is accountable for enhancing the customer experience through providing timely, helpful and professional assistance to customers who contact us.

Accountabilities:

• Canceling and re-billing corrections.
• Completing move in and move out field activities in the Customer Care and Billing (CCB) system.
• Responding to telephone service requests in a fast-paced environment on a queue; incoming calls
• Electronic customer inquiries; Processing forms, applications and customer service requests emails
• Setting up & maintaining customer accounts including various billing /payment programs.
• Researching, analyzing and providing resolution to customer billing complaints.
• Scheduling customer payment arrangements
• Recording and tracking detailed customer interactions and transactions.

Requirement:

• Must have previous call centre experience in an inbound call centre environment and/or experience with direct customer interaction in a service-oriented environment.
• Hospitality experience. 
• Utilities experience is an asset and will be considered as a priorty.
• Minimum high school diploma or equivalent experience / training.
• Multi-lingual skills and previous experience in the utilities industry a definite asset.
• Strong inter-personal skills and ability to work well in a fast paced team environment;
• Clear and effective communication skills (in English -both oral & written with excellence in spelling and grammar) 
• Strong analytical / problem solving skills.
• Ability to remain calm and professional in stressful situations.
• Good keyboarding skills with experience with both Word and Excel software.
• Experience working in multiple systems
• Working knowledge in CCB Oracle system, Genesys cloud system and SharePoint is a definite asset
• Ability to adapt to a changing environment.
• Strong organizational and prioritization skills.

We VALUE our employees by providing:

• Competitive salaries
• Employee Recognition program
• Career advancement opportunities
• Health Insurance
• Employee referral program
• Lunch Subsidy 

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.