Customer Care Specialists (Montego Bay, Jamaica) - Contax360 BPO Solutions

DESCRIPTION

To provide assistance and resolve any emerging problems that our customers might face with accuracy, efficiency and the utmost professionalism.

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization;  seeks qualified and professional individuals who are able to work from office and home to join our team.

Now hiring for our Montego Bay Office:

CUSTOMER CARE SPECIALISTS

Our Client is an established and growing high quality internet-based company specializing in image publishing service. Customers are able to create photo books, personalize photo cards and stationery, and share photos with family and friends. We are seeking highly motivated team members with a passion for customer service to help us continue to delight our customers by helping them share life’s joy.

Job Summary:

The Care Specialist is responsible for providing exceptional service to every customer and will respond to telephone, email and live chat customer inquiries in an efficient, professional and friendly manner. Flexibility to work any shift assigned within a 24 hour period Monday to Sunday is a requirement.

Specific Duties:

• Respond to and resolve inbound phone inquiries from Client’s in a professional and timely fashion. 
• Manage large amount of incoming calls on a daily basis
• Navigates computerized system to update customer management systems (“CMS”) database as needed.
• Reply to emails received by customers when necessary to achieve issue resolution. 
• If requested by the customers a follow-up call is conducted in order to achieve issue resolution in accordance with client standards.

SKILLS REQUIRED:

• Computers: Basic knowledge of internet (tools and applications) and Windows (desktop), ability to navigate multiple applications.
• Typing/Keyboard Skills: 25wpm.
• Good Verbal and Written Communication Skill: Ability to speak English clearly and type grammatically correct sentences, articulate thought processes effectively, listens intently and comprehends accurately, has smooth flow of speech.
• Exceptional customer service and sales skills: patient, good listener, polite, courteous, attentive and genuine. Conflict Resolution skills and willingness to take responsibility: must have the ability to be the customer advocate internally and resolve issues affecting the customer's ability to receive the service expected. Need to understand internal systems, escalate issues to appropriate people and follow up until issue resolution.
• Able to identify revenue opportunities and engage with the customer to upsell or inform customer of available services (both complimentary and paid)
• Has a high stress tolerance and resilience to conflict
• Highly motivated and energetic, and able to thrive in a fast-paced environment.
• Ability to work as a team player
• Analytical and Logical Abilities: Ability to break down customers’ issue and identify the reason/purpose of call. 
• Identifies trends, is able to visualize consequences and suggests solutions.

 EDUCATION:

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

EXPERIENCE:

• Minimum 1-2 years Customer Service/Retail Sales/e-commerce

OTHER REQUIREMENTS:
Education/Knowledge:

• 3 CSEC/City and Guild or HEART certificate, excellent computer skills and experience in a Windows environment.
• Ability to work from home would be an asset i.e having reliable internet connection and a desktop/laptop computer

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

Applicants should submit resumés and cover letters no later than Monday, April 15, 2020 to jobs@contax360.com or access vacancies via www.contax360.com

Only short-listed applicants will be contacted.