Customer Service Agent (Portmore, St. Catherine) - Ibex Global Jamaica

Overview

Our Customer Service agents provides world-class service through Chat, email and voice.

Responsibilities

• Provide amazing customer service
• Assess customer’s needs and guide the customer accordingly
• Solve customer issues using critical thinking and empathy.
• Investigate and solve software questions for customers
• Multitask using multiple software applications
• Assist customers in a professional and expedient manner.
• 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.
• Demonstrates knowledge and use of departmental resources, policies, and procedures.
• All other duties as assigned.

Qualifications

Required Skills:

• Solutions driven
• Team player who is assertive, goal-oriented, positive, and self-motivated
• Desire to work in a dynamic, fun, and fast-paced environment
• Strong ability to multi-task, including conversing while navigating our systems simultaneously
• Proficiency in using computer applications
• High level of integrity
• Excellent Communication Skills /Conversational
• Ability to adapt to change

Customer Focus

• Demonstrates a strong customer Orientation.
• Takes responsibility 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.
• Ability to promote and build extraordinary customer rapport
• Self-driven to achieve targets and deliver superior service
• Multitasking and computer navigation abilities

Preferred Qualifications:

• Minimum three (3) CXC passes or equivalent qualification is preferred, or a combination of experience and related skills and the ability to pass internal assessments.
• Prior Customer Service Experience is required. (Minimum 6 months)
• Good Typing Skills – Minimum 35 wpm with minimum 80% accuracy.
• Proficient in internet navigation and MS Office.
• Must pass a criminal background check and drug test.

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