Customer Service Representative - Retail
Outsourcing Management / Itel
- Kingston and St. Andrew / St. Catherine
- Not disclosed
- Permanent part-time
- Updated 16/10/2024
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Job Description
POSITION PURPOSE: Providing great customer experience to our customers by keeping them engaged, responding to their interactions in a timely manner and ensuring that their issues are resolved. Each Specialist is responsible for having dynamic conversations that assist the consumer in their shopping process and result in the consumer wishing to do business with our customers. Conversations are not scripted. Specialists are required to think quickly to provide a personalized experience for each consumer based on their wants and needs. Therefore, the ability to multi-task, research, improvise, and type quickly is a must. This is not a sales position; however, each Specialist is responsible for meeting monthly metrics to include quality, productivity and CSAT.
ESSENTIAL FUNCTIONS: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Provides timely and accurate information on incoming/outgoing interactions
Works closely with mentors, team leaders and management team to provide quality conversations to our customers and represent our clients in an effective and efficient manner.
Provides timely feedback to the company regarding any concerns.
Partners with management team to meet and exceed customer service expectations.
Regular on-site attendance; strict adherence to the Attendance Policy.
COMPETENCIES:
Great Verbal and Written Communication.
Interpersonal Skills.
Multi-tasking.
Adaptability/Flexibility.
Consistency/Reliability.
Attention to Detail.
Must articulate well
Must be able to type 40 WPM
QUALIFICATIONS:
5 CXC to include English and a numerical subject
Exception: 3 CXC minimum with previous BPO experience.
Must be experienced at navigating website pages and quickly identifying information
Must have effective written and oral communication skills
Ability to multi-task and prioritize quickly
Detail oriented and customer-focused
Possess critical thinking skills
Adaptable
Career oriented and professional
Prior BPO/or Customer Service Associate is a plus
PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to talk and/or hear. The employee is frequently required to sit, stand; walk; type, use hands to finger, handle or feel; and reach with hands and arms.
Outsourcing Management / Itel
- 38 Coconut Drive, Freeport House, Montego Bay, Jamaica
