Reservation Chat Representative

The Reservation Chat Representative is responsible for providing exceptional service to every customer they will interact with via live chat and other communication media(s) .

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(s) 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 (including 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.

Only short-listed applicants will be contacted.

Please read carefully before signing.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.

I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

ELECTRONIC SIGNATURE NOTICE AND CONSENT

This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.

Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.