Inbound Call Center Agent - St.James

We are hiring Inbound Call Center Agents in St. James and Kingston.

• Handle inbound calls, schedule follow-ups, and place outbound calls while identifying customer needs, clarifying concerns, and providing solutions to facilitate sales and exceed performance targets.
• Adhere to communication guidelines when assisting customers with inquiries and issues.
• Process and implement orders, applications, and forms according to established procedures.
• Build positive customer relationships to enhance the company’s reputation.
• Manage a high volume of inbound calls efficiently, minimizing wait times.
• Follow communication scripts when addressing different topics.
• Identify opportunities to upsell and cross-sell products and services to retain customers.
• Achieve personal and team sales goals by meeting both qualitative and quantitative targets.
• Maintain high-quality standards by adhering to established guidelines and best practices.
• Stay updated on new products and services through training and educational tools.
• Participate in coaching sessions to enhance performance and development.
• Maintain a courteous and professional tone when interacting with customers, regardless of their attitude.
• Research necessary information using available resources.
• Escalate urgent issues to supervisors as needed.
• Transfer calls to the appropriate departments when necessary.
• Ensure all equipment and devices are functional, reporting any technical issues.
• Adhere to assigned work schedules.

• High school diploma or HEART certification (or equivalent).
• Minimum of three (3) CXC subjects, including English Language.
• Previous experience in a call center environment is an asset.

• Strong self-management, confidence, and resilience.
• Effective problem-solving skills and a results-driven approach.
• Ability to build and maintain customer relationships with empathy and influence.
• Punctuality and excellent attendance.
• Professional telephone and interpersonal communication skills.
• Strong organizational, written, and verbal communication abilities.
• Ability to describe and remotely demonstrate product benefits tailored to customer needs.
• Capability to handle multiple tasks simultaneously.
• Proficiency in Microsoft Office.
• Ability to work collaboratively with inside sales representatives.
• Flexibility to work varying shifts, including nights and weekends.