CALL CENTRE REPRESENTATIVE-MONTEGO BAY
At Island Outsourcers Limited & itel-BPO Solutions we have four values that stand behind everything we do. Incorporating these in all we do elevates our brand and makes a meaningful difference in our communities.
Our 4 Y‘s are:
QualitY,
IntegritY,
ReliabilitY,
FamilY.
It is these core values that drive us to recruit, train, and retain the brightest, most energetic people in the industry – and to singularly focus on delivering faster, more efficient, customized, and convergent solutions for our customers, leveraging our expertise to the benefit of their individual needs.
IntegritY,
ReliabilitY,
FamilY.
It is these core values that drive us to recruit, train, and retain the brightest, most energetic people in the industry – and to singularly focus on delivering faster, more efficient, customized, and convergent solutions for our customers, leveraging our expertise to the benefit of their individual needs.
We are currently recruiting for the position of: Call Centre Representative
The Call Centre Representative is responsible for delivering a professional and friendly customer service experience. Ensures customers are satisfied and remain loyal by providing assistance and resolving a wide variety of issues ranging from very technical to basic queries. To remain poised, motivated and enthused about the service you provide.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES:
- Handles outbound and inbound calls, emails and chats within specified time frame
- Creates an exceptional experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the interactions
- Resolves customers questions/concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding value to the interactions
- Use available resources to effectively resolve customers issues
- Maintains performance standards of the company
- Adheres to Company policies and procedures
- Maintain current product knowledge by using available resources post training
- Adhere to stated policies and procedures of the Company.
- Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.
EDUCATION AND EXPERIENCE:
- Minimum 5 CXC passes including grade 1 or 2 in English A and Mathematics
- Degree would be an asset
- Ability to type 35 words per minute
- Excellent written and verbal skills
- Aptitude for multitasking (work with multiple interfaces)
- Knowledge of relevant computer applications, such as Microsoft Outlook and Word
- Knowledge of customer service principles and practices
- Sales experience
- Knowledge of administrative procedures
KEY COMPETENCIES:
- Interpersonal skills
- Communication skills - verbal and written
- Listening skills
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Customer service and sales orientation
- Adaptability
- Initiative
- An independent learner
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