Part-Time Customer Service/Sales Associate

Iterum is a leading nearshore customer contact management service provider with reach in Panama, Mexico, Colombia, Puerto Rico, USA, and Jamaica.

Job Summary:

We are Customer and Employee Obsessed. Customer Service/Sales are leaders who consistently insist on the highest standards and display ownership by developing the best. They accomplish results by providing great experiences to our customers, always following the stated policies and procedures.

The Customer Service/Sales Associate is responsible for delivering our vision and building relationships with our customers in a call center environment.  This position requires you to demonstrate leadership skills and genuine interest in contributing to the culture and supporting the customers to achieve their shopping goals while maintaining the trust of our customers and communities.

Essential Functions:

Customer Service/Sales Associate responsibilities include but are not limited by the ones described as follows.

• Manage customer relationships in an inbound/outbound call center and work in a fast-paced environment that requires accuracy, use of critical thinking while multi-tasking, toggling between multiple systems and reaching resolutions in an efficient manner.
• Will be required to meet and/or exceed minimum performance standards and will be measured with incentive opportunities across multiple operational thresholds.
• Handles order status inquiries providing customers with tracking information when available. 
• Responds to catalog requests, requests for product information, and conducts product research as necessary. 
• Presents each customer with the opportunity to purchase additional items (Cross-sells)/Supplemental sell products, including third-party offers. 
• Demonstrate flexibility to perform every other duty as assigned.  
• Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.

Competencies:

• Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
• Strong sales skills.
• Dependable, responsible and willing to accept accountability.
• Ability to work with difficult/upset customers in a calm and professional manner.
• Knowledge of/or ability to quickly learn products, services, policies, procedures, and regulatory guidelines, as well as engaging in a sales and service process.
• Good interpersonal skills; ability to work well with others. 
• Demonstrated Critical Thinking ability, conversational & persuasive.
• Excellent organizational skills with the ability to prioritize workload and multi-task in a fast pace environment while maintaining accuracy and attention to detail.
• Demonstrated ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
• Outstanding listening and communications skills, both written and verbal.
• Customer service orientation with effective problem-solving abilities.
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.
• Comfortable receiving ongoing performance feedback and coaching.

Qualifications:

• Customer service and sales mentality with a positive attitude!
• 2 or more CXCS including the English Language /High School Leaving certificate /Heart Level II certificate or equivalent qualifications.
• At least 6 months BPO Experience with the ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
• Outstanding listening and communication skills, both written and verbal.
• Excellent English skills.
• Excellent communication skills (verbal & written). Writing background (grammar buffs wanted)
• Must have copies & originals of your qualifications, TRN, NIS, ID & Birth Certificate.
• Must be able to train and/or work onsite.
• Must be flexible to work ANY Part-Time Shift including weekends and holidays.
• Must be flexible to work any 4 - 6 hours shift within 24 hours, any 5 days of the week.