Contax360 BPO Solutions, a leading global contact center solutions provider and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.
Now hiring for our Montego Bay, Jamaica Office:
Customer Care Agent (Voice & Email)
Our Client is an established and growing e-commerce provider of high-quality products. We are seeking motivated individuals with a passion for customer service to help us continue to delight our customers by assisting them to share life’s joys.
Job Summary:
The Customer Care Agent 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 from the office is a must. All candidates must be flexible to work any 5-day of the 7-day work week from as early as 6 am -9 pm.
Specific Duties:
- Respond to and resolve a high volume of inbound customer service inquires and issues via telephone, and email
- Follow-up with customers regarding outstanding order issues, including customer submitted photos, personalized text, and order detail information
- Adhere to department performance metrics related to contacts, quality assurance, customer satisfaction, and adherence/conformance
- Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services
- Resolve customer issues via one-call resolution guidelines and/or escalated process
- Maintain a balance between company policy and customer benefit in decision making
- Identify and recommend merchandising, site usability, and policy improvements, based on customer feedback
- Place, track, and close orders through the internal order fulfillment system
SKILLS REQUIRED:
- Strong computer skills, including internet, must be proficient in using web browsers to navigate websites, Microsoft Word, Outlook, and Excel
- Excellent written and verbal communication skills in English including proper grammar.
- Exceptional Interpersonal Skills
- Strong resolution management skills
- Excellent organizational skills and attention to detail
- Good Listening Skills and demonstrates the necessary enthusiasm
- Ability to adhere to processes, procedures, and guidelines while executing tasks and assignments.
- Demonstrated ability to provide a high level of quality customer service
EDUCATION:
- CSEC/CAPE or City & Guilds Required
- Heart NVQJ certification/Associates Degree or Higher Preferred
EXPERIENCE:
- Minimum 1-2 years Customer Service/Retail Sales/E-Commerce
OTHER REQUIREMENTS:
- Reliable internet service; minimum of 10 MB – preferably Flow but other ISPs may be considered.
- Must be able to type a minimum of 25 words per minute
- Willingness and desire to go the extra mile for customers
- Experience with technical support and/or troubleshooting related to computers is strongly preferred
What we offer:
- Paid training
- Free Health Insurance
- Free Life Insurance
- Daily Lunch Allowance
- Paid Holidays
- Educational Assistance
- Career advancement programme
- Shuttle service
- Competitive Salary
- Employee engagement programmes: Staff Parties, Karaoke, Birthday club, Health & Wellness Club etc.
All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check prior to starting.
