Careers

CSR MANAGER

LOCATION: SAINT JAMES, MONTEGO BAY JAMAICA

We are seeking a leader with a driving force to keep a team of motivated Customer Service Representatives moving forward and surpassing their current goals and accomplishments, both individually and as a team. The right leader has strong organizational skills, is a decision maker, problem solver, and a creative thinker who can interact with others to improve and sustain continuous improvement. The incumbent must have a personal passion for development of team members, will actively deliver feedback while striking a balance with other day-to-day activities, and administrative responsibilities.

Summary of the Position:

• Will be responsible for up to 20 team members, primarily handling inbound contacts (phone calls, sales leads, and web orders) from a variety of customers spanning home services and business services
• Ensures team members are meeting/exceeding operational standards; helps maintain customer telephone sales and service levels; key to improving quality and contributing to other organizational goals, as required by the business.
• Coaches and develops employees by making business driven decisions utilizing customer-focused as a primary driver.
• Must have proven ability to drive results and ensure employee engagement and development. Ideal candidate must possess a fun-natured, enthusiastic, and motivational personality, capable of thriving in a fast-paced and dynamic sales environment.

Required Skills, Abilities & Knowledge:

• Strong presentation, organizational, and communication (verbal and written) skill sets
• Two years prior supervisory experience leading/managing multiple employees
• Two years prior sales and/or customer service experience
• Some college course work and/or higher education
• Prior contact center experience, preferably in an inbound and/or sales setting
• Ability to understand, implement, and enforce policies and procedures
• Be an outstanding team player and ability to work well under pressure
• Excellent written and verbal communication skills
• Exhibit exceptional phone etiquette and professionalism
• Must be able to demonstrate computer proficiency
• Must be able to type a minimum of 25wpm or more
• Must be able to work ANY Full-Time Shift including weekends and holidays
• Must be able to submit to a Criminal Background Check and Drug Screen
• Must have a bank account with an established Commercial Bank

Must be 18 years old with a valid Jamaican ID, birth certificate, TRN and NIS card to apply.

CUSTOMER SERVICE REPRESENTATIVE

LOCATION: SAINT JAMES, MONTEGO BAY JAMAICA

We are looking for ambitious, well-organized candidates with solid telephone skills. This is a customer service position, so we are contacting a wide range of individuals and professionals on behalf of various companies.  Our representatives must have the confidence, determination and ability to intelligently converse with all clients and prospective clients.  There is exceptional growth and development opportunity for our employees. We are seeking talented representatives to assist the company’s leadership team in the delivery of exceptional customer experiences on behalf of our clients.

Duties and Responsibilities:

• Respond to customer inquiries (via telephone, email, social media and other mediums according to assigned team requirements)
• Provide exceptional service to customers during each interaction
• Address customer concerns and inquiries
• Provide services to customers as required by company standard operating procedures
• Provide solutions to customers that addresses their needs
• Adhere to all company guidelines regarding the delivery of service to customers
• Escalate problematic customer issues to management according to standard operating procedures
• Properly document each customer interaction according to company standard operating procedures
• Maintain an excellent on-time attendance record (schedule adherence)
• Adhere to company quality assurance guidelines and standard operating procedures
• Act with the highest levels of integrity and professionalism in each customer interaction

Requirements:

Minimum 3 Caribbean Examination Council (CXC) passes, or equivalent qualifications.

• Customer Service experience in a call center or similar business environment is preferred but not a must.
• Excellent Customer Service skills
• Excellent written and verbal communication skills
• Exhibit exceptional phone etiquette and professionalism
• Must be able to demonstrate computer proficiency
• Must be able to type a minimum of 25wpm or more
• Must be able to work ANY Full-Time Shift including weekends and holidays
• Must be able to submit to a Criminal Background Check and Drug Screen
• Must have a bank account with an established Commercial Bank

Must be 18 years old with a valid Jamaican ID, birth certificate, TRN and NIS card to apply.