Customer Service Agents - Ibex Global Jamaica (Ocho Rios, St. Ann)

JOB DESCRIPTION

Overview:

 CSAs respond to inbound customer inquiries, use a wide variety of cloud-based tools to navigate customer accounts, research and review policies, and clearly communicate effective and helpful solutions.

Responsibilities:

• Manage incoming calls from customers.
• Provide appropriate follow up which may include outbound calls.
• Assess customer’s needs and guide the customer accordingly.
• Maintains acceptable call lengths while remaining friendly, informative, and helpful.
• Maintains productivity and quality standards.
• Demonstrates an appropriate sense of urgency for customer responses.
• Escalates customer issues appropriately and correctly.
• Demonstrates timely accurate and professional customer service.
• Maintains a positive and professional demeanor and portrays the company in a positive light.
• Demonstrates knowledge and use of departmental resources, policies and procedures.
• All other duties as assigned.

Preferred Competencies:

Communication Skills

• Ability to effectively communicate his/her thoughts in a well-organized understandable manner.
• Demonstrates clear and polite written and oral communication.

Technical Skills

• Ability to type 25 words per minute with few grammatical errors.
• Ability to effectively navigate the internet, email and instant messaging.
• Basic computer proficiency.

Customer Focus

• Demonstrates a strong customer Orientation.
• Takes ownership to follow up with customers to ensure their needs and expectations are satisfied and promises are kept.

Customer Interaction Skills

• Friendly and upbeat style.
• Displays helpfulness.
• Ability to empathize with customers.
• Ability to set expectations and deliver information in a positive and articulate way.
• Ability to handle irate customers effectively.

Problem-Solving Skills

• Investigates and takes action to meet customer’s needs.
• Ability to use emotional intelligence to resolve customer’s issues.
• Solves routine problems effectively, gathering the information necessary from the customer.
• Applies a systematic approach to solving problems.
• Ability to demonstrate critical thinking skills.

Interpersonal Skills

• Professional and positive interactions with others and is able to establish rapport quickly.
• Treats others with courtesy and respect.
• Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals.
• Ability to work with little or no supervision and operate within a team environment.
• Demonstration of resolution skills and capabilities within the scope of job duties

Flexibility

• Ability to adapt to changes. (Working on different teams, line of businesses, sites/locations, onsite/home)
• Must be able to work on any shift within a 24-hour workday.
• Must be able to work on Weekends and Public Holidays.

JOB REQUIREMENTS

Preferred Qualifications:

• Three (3) CXC/GCE O’ level passes including English Language or Equivalent.
• At least 6 months of Customer Service Experience.
• Good Typing Skills – Minimum 25 wpm with minimum 80% accuracy
• Proficient in internet navigation and MS Office
• Must be able to submit to a Criminal Background Check and Drug Screen
• Must have a bank account with an established Commercial Bank 

Note: Please submit a detailed work history (CV).

APPLY TO IBEX