Customer Service Agent in Ocho Rios at IBEX

Date Posted: 3/23/2021

Job Snapshot

Job Description

Overview:

 CSAs respond to inbound 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:

  • 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.
  • 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 takes 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 a 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 the 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 workday.
  • Must be able to work on Weekends and Public Holidays.

Job Requirements

Preferred Qualifications:

  • 3 CXC/GCE O’ level passes including English Language or Equivalent.
  • At least 6 months of Customer Service Experience.
  • Good Typing Skills – Minimum 25 wpm with minimum 80% accuracy
  • Proficient in internet navigation and MS Office
  • 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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