The CS Intern will perform such tasks in accordance with standard operating procedures to ensure customer satisfaction and quality

JOB SUMMARY:

The KJESS Customer Service (CS) unior Officer (Temp) is responsible for delivering best-in-class customer service by handling customer inquiries and providing accurate responses to resolve issues using a variety of channels. The CS unior Officer (Temp) will perform such tasks in accordance with standard operating procedures to ensure customer satisfaction and quality standards are met.

This position applies knowledge, independent judgment, and Client’s policies to complete moderate to complex customer service processes. 

The JESS Officer reports primarily to the JESS CS&Q Manager but will also take direction from other Finance & Accounting Client team members who are accountable for supported work.

JOB RESPONSIBILITIES

Service Delivery

• Ensure customer inquiries are handled in a professional and timely manner and in accordance with established service levels (first call resolution, onshore escalation, etc.)
• Become knowledgeable of the processes supported by center
• Ensure timely resolution of customer service inquiries using the available channels (voice, email, chat, etc.)
• Escalate complex inquiries to KJESS process teams and CS Manager
• Support the quality control process and ensure that the processes are executed in accordance with the Standard Operating Procedures (SOP)
• Openly communicate with CS Manager and team members, and provide status updates, escalations as needed
• Create a supportive and inclusive team where everyone is respected and valued
• Collaborate with other KJESS F&A teams to broaden process knowledge and enhance customer experience
• Participate in calls with DASC team to discuss issues including quality, turnaround time, etc.
• Support the implementation of continuous improvement initiatives such as automation and process improvements
• Stay knowledgeable of industry trends and best practices

​

EDUCATION/EXPERIENCE

• Bachelor’s Degree in Business Administration, or Equivalent Professional Accreditation

  or

• Enrolled in final year of a bachelor’s degree programme
• Little to no experience required

​Please link here to apply

© 2023 KPMG, a Jamaican partnership and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee.  All rights reserved