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Customer Service Associate in Portmore at IBEX

Date Posted: 12/3/2018

Job Snapshot

Job Description

ibex. is now hiring Customer Service Agents for our Kingston and Portmore Sites: If the below description fits you, then apply today!

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 to customers.

Reports to: Team Manager (Team Supervisor)

Requirements/Responsibilities:

  • Manage incoming calls, chat or emails from customers.
  • Assess customer’s needs and guide the customer accordingly.
  • Maintains acceptable call lengths, chat and email handle time, 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.

 

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.
  • Ability to type 25 words per minute with few grammatical errors.
  • Ability to navigate the internet, email, instant messaging and social media tools.

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.

 Problem-Solving Skills

  • Investigates and takes action to meet customer’s needs.
  • Solves routine problems effectively, gathering the information necessary from the customer.
  • Applies a systematic approach to solving problems.

 

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.

Job Requirements

Qualifications:

  • Excellent communications skills
  • 4 CXC/GCE passes including English Language
  • Good Typing Skills- Minimum 25 wpm with few errors
  • Proficient in internet navigation and MS Office

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