Customer Service Agent

Do you want to make a difference?

We are looking for individuals passionate about service and making an impact to join our itelbpo Smart Solutions Family in Montego Bay. Our representatives are responsible for providing exemplary service while handling customer inquiries about products and services across a myriad of industries.

What will you do:

Representatives will respond to all customer requests and queries regarding services rendered, as well as product and account information by:

• Handling all customer inquiries through various channels (telephone, chat, email) in professional manner
• Meeting or exceeding your daily and monthly performance targets while maintaining maximum service availability
• Provide thorough responses to customer queries by using your knowledge of our business processes. Understand basic business knowledge to ensure accuracy in all customer queries
• Escalating customer or system issues to team leaders to ensure immediate resolution
• Identifying opportunities for service improvement
• Accurately documenting the details of all customer interactions
• Ensure quality levels prescribed by clients are consistently met

What will you bring:

• A minimum of 4 CSEC subjects or equivalent (including English A)
• At least one (1) year of customer service or call center experience
• Must be available to work any 8-hour shift that falls within our operating hours of 7am 10pm, 7 days per week.
• Highly motivated to act independently and to acquire additional knowledge or skill sets that will aid in the role
• Excellent verbal and written communication skills
• Proficient MS Office skills, primarily MS Word, Excel and Outlook required
• Excellent interpersonal, problem-solving & judgment skills with a high level of attention to detail and accuracy required