In this role, Customer Service Representatives (CSR) are responsible to provide first in class customer support for services offered by our client. Provides Customer Services and Sales via voice and non-voice channels, resolves and responds to customers’ queries. CSRs will use dynamic communication strategies to help the customer on all aspects of the product/service offered optimizing sales opportunities and ultimately ensuring customer satisfaction. The CSR is a brand ambassador who plays a key role in delivering an exceptional professional and friendly service to all customers.
Location: Kingston, Jamaica
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, however other duties may be assigned.
Receives and responds customers providing world class customer service handling support call, order status, account inquires, and realizing new sales opportunities. Main activities include:
Provides support for customer service, sales or retention calls through various communication channels.
Creates an enviable customer service and sales environment based on strong ethics and the principles of integrity, honesty and respect.
Develops and maintains an in-depth and comprehensive knowledge of all client products, service requirements, and quality standards
Completes all realized sales opportunities and receives all required customer and/or payment information as appropriate.
Schedules installation and fault tickets appointments
Presents customer-focused solutions in a both a timely and positive manner so as to address, influence, and resolve customer needs to their full satisfaction as well as balancing the impacts to the business.
Provides transparency in the various lines of support with representation that meets the needs of the client and their corporate customers.
Documents required customer information as well as support steps taken in the customer contact into the Customer Relationship Management (CRM) or other similar tools used.
Communicates with specific departments for escalation and resolution of more complex problems/concerns.
Provides feedback to improve the business practices which will increase client/customer satisfaction and employee morale.
Learns and embrace new call centre initiatives and training as business needs change.
Attends meetings as required.
Performs other duties as required
KNOWLEDGE AND SKILLS
Role model customer service based on strong principles and ethics which demonstrate an outstanding commitment to service.
Strong interpersonal skills, including active listening and empathy
Proven ability to meet performance objectives.
Team-oriented with a strong work ethic and a high level of personal integrity.
Basic computer proficiency - keyboard, mouse, copy-and-paste, typing and navigating between multiple windows
Business maturity, professional, and dependable.
Strong attention to detail and excellent organizational skills.
Positive attitude, must be self-motivated, and possess very good time management skills.
Excellent problem solving and negotiating skills.
Exceptional communication skills (written and verbal).
EXPERIENCE
Experience equivalent to 1 year in an inbound & outbound, customer care center, sales & retention.
EDUCATION
High School Diploma
A minimum of five (5) subjects inclusive of English Language, Mathematics and a science subject at the CXC General Proficiency level or equivalent standard.
OTHER
Satisfactory completion of a clean police check.
Ability to work shift work in a 24/7 environment
https://advantage.hiringplatform.com/processes/9071-customer-service-representative-kingston-jamaica?locale=en
