Customer Service Representative (Email, Chat & Inbound Calls)
Location: Montego Bay, Jamaica (On-site)

Job Summary: We are seeking an experienced Customer Service Representative to join our dynamic team in Montego Bay. The ideal candidate will provide outstanding customer support primarily through email and chat, along with handling some inbound calls. Proficiency in Zendesk is essential, as you will manage customer interactions to deliver exceptional service and timely resolutions.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email, chat, and inbound phone calls.
• Actively listen to customers, identify their needs, and provide accurate and timely solutions.
• Troubleshoot and resolve customer issues by researching and leveraging internal resources.
• Escalate complex issues to the appropriate department while maintaining clear communication with the customer.
• Accurately log customer interactions, inquiries, and resolutions in Zendesk or other CRM systems.
• Maintain detailed and organized records to track customer issues, follow-ups, and resolutions.
• Meet and exceed key performance indicators, including:
• First Contact Resolution (FCR): Striving to resolve issues during the first interaction.
• Customer Satisfaction (CSAT): Ensuring a positive customer experience through professional and effective communication.
• Schedule Adherence: Maintaining punctuality and availability during assigned work hours.
• Work closely with team members and management to share insights and improve service quality.
• Identify recurring customer pain points and suggest process improvements to enhance the support experience.
• Stay updated on product or service changes to provide accurate and relevant information to customers.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Handle challenging situations with patience and problem-solving skills to de-escalate issues effectively.
• Uphold company values by delivering high-quality support and fostering a customer-first approach.

Qualifications & Skills:

• Minimum 1-2 years of customer service experience, preferably within a BPO environment
• Previous experience handling chat and email support in a professional setting
• Proven experience using Zendesk or similar CRM systems to manage customer interactions effectively.
• Exceptional written and verbal communication skills, with the ability to craft clear, concise, and professional responses to customers.
• Strong command of English grammar, spelling, and punctuation, ensuring accurate and effective communication.
• Ability to multitask and prioritize tasks effectively in a fast-paced, high-volume environment.
• Capable of handling multiple chat conversations, emails, and tasks while maintaining a high level of accuracy and efficiency.
• Strong schedule adherence and time management skills to meet performance expectations and service-level agreements (SLAs).
• Strong problem-solving skills and ability to achieve first-contact resolution.
• Comfortable working in a fast-paced and dynamic environment with evolving customer needs.
• Ability to read, write, and speak English fluently.
• Well-organized, detail-oriented individual who takes pride in their work.
• Ability to type a minimum of 40-45 words per minute (WPM) with accuracy and efficiency while handling multiple chat conversations simultaneously.
• Comfortable navigating multiple systems, tools, and databases to retrieve and update customer information.
• Ability to tailor responses based on customer needs while maintaining a friendly and empathetic tone.
• Strong problem-solving skills with the ability to troubleshoot issues, research solutions, and provide first-contact resolution whenever possible.

Performance Metrics:

• First Contact Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Schedule Adherence

What We Offer:

• Competitive salary
• Supportive team environment
• Opportunities for career growth and development
• Comprehensive training and continuous learning

Join our team and contribute to creating exceptional customer experiences!