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Guest Support Specialist - Portmore
IBEX Global
- St. Catherine
- Not disclosed
- Not disclosed
- Updated 08/11/2024
- HR
Are you passionate about Skincare, Haircare, Nailcare or Make up? This is an exciting opportunity to pioneer as Guest Services Specialist for our Beauty Services and Retail Client.
Overview
Guest Support Specialists (Full Time/Permanent) are compassionate problem solvers with a love of beauty and a passion for helping and educating. They provide exceptional support via phone and chat interactions using multiple tools and resources. This vital position requires a detail-orientated advocate who will assist customers in expediting orders and correcting post-sale issues. Specialists communicate with customers primarily via phone and chat, utilizing a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions.
Responsibilities
- Take initiative & ownership of all Customer issues and concerns in an interactive and friendly manner
- An obligation to deliver exceptional customer service
- Proactively look for solutions to customer inquiries and ability to resolve issues
- Receive inbound calls, texts, emails and chats, gather and verify required information
- Actively listen to the customer, and show empathy and patience
- Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
- Ensure policies and procedures are followed on all calls
- Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
- Learn and retain a thorough working knowledge of all existing and new process and procedures
- Achieve assigned Key Performance Indicators – e.g. Handle Time, Quality, CSAT & DSAT
- Attend Team Meetings/additional training sessions as scheduled
- Performs other duties as assigned
CRITICAL SKILLS
A successful CSR will possess the following competences :
Language and Communication Skills
- Strong verbal and written communication skills
- Ability to speak and write accurately, using proper grammar, spelling and good enunciation.
- Ability to communicate inclusively and work with a variety of people from diverse backgrounds
- Ability to be personable, conversational and to de-escalate when necessary
- Ability to listen attentively and to use information provided by guests to personalize responses and actions to meet their specific needs.
- Demonstrate sincere empathy, compassion and a genuine respect for people, their concerns, feelings and well-being.
Customer Interaction Skills
- An upbeat personality, patience and a positive attitude.
- Ability to establish rapport quickly
- Displays helpfulness and willingness to educate.
- Match the callers’ pace and tone with the ability to be clear, concise, and sound confident
- Ability to set expectations and deliver information in a positive and articulate way.
- Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
- Ability to de-escalate irate customers effectively
Computer Proficiency /Technical Skills
- Ability to operate a phone system
- Proven proficiency with data entry, computer applications, Windows environment, and accessing the internet and e-mail
- Be proficient in multi-tasking on the computer, phone and concurrent chats to support customer requests.
- Ability to type 35 wpm with minimal errors
- Familiarity with CRM ticketing systems is desired
Problem-Solving Skills
- Solution focused and able to work in the grey for positive outcomes
- Probes, investigates and takes appropriate action to meet customer’s needs
- Solves routine problems effectively, using available resources to gather all necessary information.
- Ability to perform basic mathematical functions
- Demonstrates attention to details.
Interpersonal Skills
- Ability to professionally interact with employees at all levels of the organization
- Treats others with courtesy and respect.
Qualifications
- Minimum 3 CXC passes or equivalent qualification is preferred, Or a combination of experience and related skills and the ability to pass internal assessments.
- At least six (6) months customer service experience required
- Up to 3 years’ customer service experience is preferred (Good to have not required)
- Strong knowledge/Love of beauty (Makeup, Haircare, Skincare, Fragrance) desired
- Must successfully pass a criminal background check
- Must be minimum 18 years of age