Overview
DO YOU LOVE SERVING OTHERS?
Why not get paid doing what you love?
Join us on Saturday, September 20th between 9AM - 3PM @ All 3 locations:
- Lot 1 GTECH Park, Municipal Boulevard, Portmore
- 2 Arthur Wint Drive, Kingston 5
- Lot #5 Greenwich Park, Drax Hall, St. Ann to be apart of our job fair activities.
Visit us to kick start your career as a member of our Customer Service Team
And experience Growth Opportunities
Responsibilities
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 an 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.
- Must be proactive in escalating systemic issues.
- Must be able to take ownership of contact, offer a callback to the customer if one is needed and provide a resolution to the customer.
- All other duties as assigned.
Preferred Competencies:
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.
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.
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
Preferred Qualifications:
Minimum 3 CXC passes or equivalent qualification preferred or a combination of experience and related skills and the ability to pass internal assessments.
Job Requirements:
- Must pass ibex internal assessments.
Internal Assessments:
- PC Basics Test
- Typing Test
- Versant Language Test
- Behavioral Interviews
