Customer Service Agents (Portmore, Jamaica) - Ibex Global

Overview

Customer Service Agents respond to inbound voice 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
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.
• 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 take 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 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 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 work day.
• Must be able to work on Weekends and Public Holidays.
• Must be able to commit to and work additional hours according to the needs of the business.

Qualifications

• Minimum three (3) CXC passes or equivalent qualification is preferred, or a combination of experience and related skills.

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CUSTOMER SERVICE AGENT (KINGSTON, JAMAICA) - IBEX JAMAICA

 

Customer Service Agent (Permanent)

Overview

Work at Site

This is an exceptional growth and development opportunity for Customer Centric individuals. We are seeking talented Customer Service Representatives to assist the company’s leadership team in the delivery of exceptional customer experiences on behalf of our clients.

Reservations Agents (Drax Hall, St. Ann, Jamaica) - Ibex Global Jamaica

 Overview

Reservations Agents are required to effectively use reservations sales techniques to close hotel reservations in a multi-skilled environment. The primary skill set involves sales offerings to customers seeking lodging accommodations. Agents are expected to conduct customer interactions in a professional and efficient manner, which reflects our corporate standard for outstanding hospitality. To provide our customers with optimal service, schedule realignments will occur throughout the year.

Customer Satisfaction Associate (Portmore, Jamaica) - Ibex Global Jamaica

Overview

Be in the first batch of this Fun and Exciting New Campaign!

Join us as a Customer Satisfaction Associate for our Graphic Design Account!

Customer Experience Professional (Portmore, St. Catherine) - Ibex Jamaica

 Overview

Our Customer Experience Professionals will provide an outstanding and differentiating customer experience by understanding and responding appropriately to stated and unstated customer needs. This includes communicating in a professional manner while utilizing all available resources and technology in service to both internal and external customers. The Customer Experience Professional must be a self-starter, able to manage their time effectively and deliver effective, customer-centric support across multiple channels of communication (i.e., phone, email, chat, and text) while supporting all contact center programs.

Technical Support Agent (Portmore, St. Catherine, Jamaica) - Ibex Global Jamaica

 Overview

Our Repair Agent plays a key role in the growth of our organization, by serving as a front-line consultant in a Technical support capacity. They act as consultants recommending long term solutions to our customers. Their number one goal is to provide an award winning customer experience that increases brand loyalty. Successful agents get it right the first time, reducing the need for repeat calls or escalations. An outgoing personality, whatever it takes attitude and a willingness to help are key for success.

Responsibilities

• Answer customer requests or inquiries concerning services and products and address problem areas.
• Troubleshoot and resolve customer impacting issues surrounding their landline/internet and issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, and provisioning.
• Utilize operational systems to troubleshoot and give step by step processes to assist customers whose services are not working properly (ex. No dial tone/No internet)
• Continually maintain working knowledge of all company products, services and promotions (Product upgrade etc.)
• Utilize various systems and tools to initiate to assist and service customers.
• Handle less routine & repetitive matters and more complex troubleshooting scenarios.
• Make recommendations according to customer's needs.
• Identify, track & trend issues to assist in root cause elimination.
• May support emerging technologies until matured or until tools & technology enable mainstream support.
• Resolve issues resulting from direct inbound customer calls, transferred callers including calls from other CSAs, trouble tickets or escalations.

Qualifications

Required Skills and Abilities

Communication Skills

• Must have the ability to demonstrate clear and polite written and oral communication.
• Ability to type 30 words per minute with few grammatical errors.
• Ability to navigate the internet and email.

Technical Skills

• Must have general computer skills and experience/knowledge.
• Must be tech savvy with Computer Networking (Windows, IOS/Mac etc.)
• Experience/knowledge of software and hardware devices (Wifi Devices such as Modem/Routers)

Customer Focus and Interaction Skills

• Must be Customer Oriented and very Understanding
• Take responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept.
• Friendly and upbeat style.
• Display helpfulness.
• Add Empathy and ability to deliver bad news
• Ability to set expectations and deliver information in a positive and articulate way.
• Must display a high level of Patience
• Excellent Conversational Skills
• Ability to handle irate customers effectively.
• Strong Analytical Skills

Problem-Solving Skills

• Investigate and take action to meet customer’s needs.
• Must be able to exercise critical and analytical skills.
• Solve routine problems effectively, gathering the information necessary from the customer.
• Apply systematic approach to solving problems.

Qualifications

• Minimum 3 CXC passes or equivalent qualification is preferred, Or a combination of experience and related skills and the ability to pass internal assessments.
• Minimum 6 months Customer Service Experience is required
• Minimum 3 months Technical Support Experience would be a plus.

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Ibex Career Expo 2023: Customer Service Jobs (Portmore, St. Catherine, Jamaica)

 Overview

IBEX is hiring 60 outstanding agents for Customer Service roles. Candidates who successfully pass the video screening element will be invited on-site for an exclusive hiring event in September.

Responsibilities

• Respond to customer inquiries while promoting/selling products and services in a call center environment.
• Research and resolve complaints to ensure customer retention and satisfaction.
• Process orders, address billing questions, and resolve basic technical issues while delivering on performance goals.
• Consistent performance within a fast-paced and constantly changing environment.
• Offering solutions for customers requesting membership cancellation.
• Being available to work weekends and/or Holidays.
• Contributing to a diverse team

A successful Associate will have the following skills:
Customer Focus

• Excellent customer service skills – i.e. customer-obsessed
• Takes ownership of problems and dives deep into customer issues to resolve root causes of customer issues
• Excellent interpersonal skills
• Ability to empathize with customers
• Positive attitude
• Ability to identify customer needs and provide appropriate solutions
• Avid reader or loves watching movies and has the ability to give a summary of the book or movie.
• Patient and able to provide troubleshooting steps for customers who are not tech-savvy.

Communication Skills

• Excellent communication skills via phone, email and chat
• Good comprehension skills—the ability to clearly understand and state the issues customers present
• Ability to communicate correctly and clearly with both internal and external customers
• Good composition skills—the ability to compose a grammatically correct, concise, and accurate written response
• Excellent documentation skills
• Familiarity with informal American English (i.e. slang, emoticons)
• Can use the brand voice – e.g. can build rapport and articulate value proposition

Technical Skills

• Excellent typing skills – 25 wpm or higher with high accuracy and proper grammar
• Tech savvy with the ability to perform basic troubleshooting on devices and apps
• Ability to use a desktop computer system & familiarity with Windows, Macintosh, Microsoft Outlook, and Web Browsers
• Ability to multi-task
• Efficient at leveraging self-service resources such as KC or help center (e.g. references & searching for blurbs) and is able to escalate issues beyond their knowledge

Problem Solving Skills

• Solution-focused and able to work in the grey for positive outcomes
• Critical thinker who solves routine problems effectively, using available resources to gather all necessary information
• Fast learner and good decision-making skills
• Action oriented and self-disciplined
• Organized and detail-oriented
• Ability to deal with ambiguity
• Qualifications
• Minimum 3 CXC passes or equivalent qualification is preferred, Or a combination of experience and related skills and the ability to pass internal assessments.
• Previous Customer Service Experience is a plus but not required

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Walk-in Interviews (Ibex Jamaica) - St.Ann, Kingston & Portmore (Jamaica)

 WALK-In Interviews Every Week
We're hiring! 

Mondays, Tuesdays & Wednesdays | 9AM - 1PM

Requirements: 

• Valid Government issued ID (passport, national ID or driver's license)
• TRN and NIS
• High school education or CXC subjects required
• Updated resume
• Must have applied this year

Locations:

• Ibex Ocho Rios (behind Boot Gas Station) Lot 5 Greenwich Park, Drax Hall, St. Ann
• Ibex Grand - 2 Arthur Wint Drive, Kingston 5
• Ibex Campus - Lot 1 GTECH Park, Municipal Boulevard, Greater Portmore
• Ibex Portmore Pines - Lot 8 & 9 Portmore Pines Plaza, Greater Portmore

Visit link to apply: https://www.ibex.co/join-us/jamaica

Work from home Customer Service Agents (Kingston, Jamaica) - Ibex Global

 JOB DESCRIPTION

We’re now hiring 100 Work From Home - Customer Service Agents! Are you customer obsessed with an excellent command of the English Language? We have an opportunity for you! Join our exciting campaign as a Customer Service Agent!

Location: Kingston, Jamaica

Work From Home Customer Service Agents must meet the following requirements:

• Valid Government issued ID, TRN, NIS
• Updated resume (soft copy)
• Must have at least 20 - 25 mpbs internet speed (A speed test confirmation is required.)
• Must live within the ibex staff bus drop-off zone for PC deployment.
• Must have the internet at the address they will be working from
• Must have a quiet place to work
• A smartphone with the ability to host multiple applications
• Must have an internet port where the Company's equipment will be installed.

Earn $400 per hour after training!

Training will be on site.

Visit this link to join Team Awesome:  https://www.ibex.co/join-us/jamaica/

Customer Service Agent (Kingston, Jamaica) - Ibex Global Jamaica

Customer Service Agent (Kingston)

Customer Service Specialists handles a variety of credit card issues, as well as queries resonating from our partnering banks. We assist customers with credit card queries while providing detailed customer education regarding their issues on the policies that we have in place.

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 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.

Qualifications

• Minimum 3 CXC passes or equivalent qualification is preferred, or a combination of experience and related skills and the ability to pass internal assessments.
• At least 6 months Customer Service Experience.
• Good Typing Skills – Minimum 25 wpm with minimum 80% accuracy
• Proficient in internet navigation and MS Office

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

 JOB DESCRIPTION

This is an exceptional growth and development opportunity for Customer Centric individuals. We are seeking talented Customer Service Representatives to assist the company’s leadership team in the delivery of exceptional customer experiences on behalf of our clients.

Duties and Responsibilities:

• Respond to customer inquiries (via telephone, email, social media and other mediums according to assigned team requirements)
• Provide exceptional service to customers during each interaction
• Address customer concerns and inquiries
• Provide services to customers as required by company standard operating procedures
• Provide solutions to customers that addresses their needs
• Adhere to all company guidelines regarding the delivery of service to customers
• Escalate problematic customer issues to management according to standard operating procedures
• Properly document each customer interaction according to company standard operating procedures
• Maintain an excellent on-time attendance record (schedule adherence)
• Adhere to company quality assurance guidelines and standard operating procedures
• Act with the highest levels of integrity and professionalism in each customer interaction

JOB REQUIREMENTS

Requirements:

• Minimum of three (3) Caribbean Examination Council (CXC) passes, or equivalent qualifications.
• Customer Service experience in a call center or similar business environment is preferred but not a must.
• Excellent Customer Service skills
• Excellent written and verbal communication skills
• Exhibit exceptional phone etiquette and professionalism
• Must be able to demonstrate computer proficiency 
• Must be able to type a minimum of 25wpm or more
• Must be able to work ANY Full-Time Shift including weekends and holidays
• 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).

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HR Specialist (Ocho Rios, Jm) - IBEX Jamaica

JOB SNAPSHOT

Employee Type: Full-Time

Location: Ocho Rios

Job Type: Human Resources

JOB DESCRIPTION

POSITION OVERVIEW:

The Human Resources Specialist contributes to the accomplishment of Human Resources practices and objectives that provide an employee-oriented, high performance culture that emphasizes quality, productivity and standards, goal attainment, and the development of a superior workforce. This position will provide administrative support to the HR department. The HR Specialist will assist the entire team in the efficient operation of the HR Office and all other projects as assigned. As with all human resources matters and functions, this position maintains appropriate levels of confidentiality and ensures functions are completed accurately and in a timely manner.

DUTIES AND RESPONSIBILITIES:

• Support onsite personnel in Operations, Training, Recruitment, Quality Assurance, and IT.
• Ensure adherence to all IBEX policies and procedures as well as ensure that safety procedures are followed to safeguard the well-being of the entire workforce.
• Maintain HRIS data and ensure all files are complete and organized.  
• Assist the HRM with external requests associated with governmental agencies.
• Work closely with the Corporate Benefits team to facilitate and assist with benefit administration at each location including the processing of new hire and life event benefit enrollment.
• Manage Leaves of Absence, working in conjunction with department management.
• Assist with NEO preparation and facilitation.
• Answer and assist in basic payroll inquiries, escalating and investigating as necessary.
• Maintain employee personnel files.
• Participate in weekly, monthly and quarterly meetings.
• Handles employee relations concerns, counseling and interviewing as needed.

JOB REQUIREMENTS

EDUCATION/EXPERIENCE:

• Bachelor’s Degree in Human Resources, Business or other related field
• 2+ years of experience in Human Resources.
• Professional experience in a call center environment a plus.

QUALIFICATIONS/SKILLS:

• Ability to support the Mission and Core Values of IBEX and act as a role model for these values to all employees with The Company.
• Demonstrated knowledge of Human Resource subject matter.
• Excellent communication, written and interpersonal skills.
• Acute attention to detail, problem solving and multi-tasking skills.
• Flexibility and adaptability to thrive in an ever changing environment and able to prioritize daily tasks to meet specified deadlines.
• Strong technical aptitude and expertise (Excel, Word, PowerPoint, HRIS systems).
• Must possess the ability to work effectively with minimal supervision and report in on all tasks as assigned.
• Must be willing to travel from one site to another (when necessary) 

WORKING CONDITIONS:

This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus. 

This is a full time position.

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