Reservation Chat Agent

The Reservation Chat Representative is responsible for providing exceptional service to every customer they will interact with via live chat and other communication media and respond to customer inquiries in an efficient, professional, and friendly manner.

Contax360 BPO Solutions, a leading global contact center solutions provider and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.

Now hiring for our Montego Bay, Jamaica Office:

RESERVATION CHAT AGENT

Job Summary:

The Reservation Chat Representative is responsible for providing exceptional service to every customer they will interact with via live chat and other communication media and respond to customer inquiries in an efficient, professional, and friendly manner. All candidates must be flexible to work any 5-days of the 7-days work week. 

Specific Duties:

• Respond to and resolve a high volume of inbound customer service inquires and issues via live chat, and possibly other communication Medias.
• Follow-up with customers regarding outstanding order issues, including customer submitted photos, personalized text, and order details information.
• Adhere to department performance metrics related to contacts, quality assurance, customer satisfaction, and adherence/conformance.
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services.
• Resolve customer issues following the resolution guidelines and/or escalated process.
• Maintain a balance between company policy and customer benefit in decision making.
• Place, track, and close orders through the internal order fulfillment system.

SKILLS REQUIRED:

• Strong computer skills, including internet, must be proficient in using web browsers to navigate websites, Microsoft Word, Outlook, and Excel
• Excellent written and verbal communication skills in English including proper grammar.
• Exceptional Interpersonal Skills.
• Strong resolution management skills.
• Excellent organizational skills and attention to details.
• Good Listening Skills and demonstrates the necessary enthusiasm.
• Ability to adhere to processes, procedures, and guidelines while executing tasks and assignments.
• Demonstrated ability to provide a high level of quality customer service.
• Prior reservation, chat and Airline experience is a plus.

EDUCATION:

• CSEC/CAPE or City & Guilds Required
• Heart NVQJ certification/Associates Degree or Higher Preferred

EXPERIENCE:

• Minimum 1-2 years Customer Service/Retail Sales/E-Commerce
• Prior chat experience

OTHER REQUIREMENTS:

• Must be able to type a minimum of 25 words per minute.
• Willingness and desire to go the extra mile for customers.
• Willingness to work any shift (include overnight).

What we offer:

• Paid training
• Free Health Insurance
• Free Life Insurance
• Daily Lunch Allowance
• Paid Holidays
• Educational Assistance
• Career advancement programmes
• Shuttle service
• Competitive Salary
• Employee engagement programmes: Staff Parties, Karaoke, Birthday club, Health & Wellness Club etc.

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check prior to starting.

NB: Please ensure that your resume has been updated.

Only short-listed applicants will be contacted.