Customer Service Agents (Portmore, Jamaica) - Ibex Global

Employee Type: Full-Time/Permanent

Location: Portmore, St. Catherine

Overview:

Customer Service Agents will handle inbound telephone calls for customers who are reporting an auto or property claim at first notice of loss.

Responsibilities

• Transaction support shall consist of, but is not limited to, the following:
• Provide call support to customers who which to file a claim.
• Identify the peril or loss type – Good Probing Skills.
• Gathering deals for what was damaged, who was involved, where it had, any injuries, the roles that they played. Taking note of what the customer has said to show that you are actively listening so the customer does not have to repeat.
• Must be willing and able to use the tools and articles to assist customer.
• To schedule an inspection based on the optimum choice in the system.
• Be willing and able to transfer to another department to get the customer assistance if they can’t help them.

Qualifications

• Must have a pleasant-speaking voice, good articulation, rate of speech and ability to be clear and concise. Must be able to educate the customer on the various methods of inspections.
• Must be able to empathetically connect with and provide relief to callers in a stressful situation
• Must have a demonstrated ability to problem-solve, show persistency, attention to details, adherence to applicable policies and remain resilient.
• Must be able to produce results in a timely and accurate manner.
• Must have excellent written and verbal communication skills.
• Must be able to demonstrate reading comprehension proficiency.
• Must be able to demonstrate an ability to follow directions/procedures.
• Must have demonstrated proficiency with PC applications, Windows environment, accessing the Web/Internet and Email.
• Must be able to work in a fast-paced environment and think on his/her feet and be know when to escalate to a supervisor, using critical thinking skills.
• Must be able to work under pressure
• Ability to work independently and in a self-directed manner.
• Must be highly organized.
• Must demonstrate flexibility and adaptability
• Must demonstrate a level of confidence

Minimum Qualifications:

1. Minimum 3 CXC passes or equivalent qualification is preferred, Or a combination of experience and related skills and the ability to pass internal assessments.
2. Ability to type 30 wpm with at least 80% accuracy

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