Customer Service Representative

Customer Service Representatives (CSR) are responsible to provide first in class customer support for services offered by our client. If you are passionate about customer service we'd love to have your join our team!

Why Join Us?

Advantage Communications is an outsourced contact centre company operating in both Jamaica and Canada.  We’re known as “the nice guys” in the contact centre industry and have kept a relatively low profile in the marketplace over the last 18 years.  Advantage has created a culture of reliable and engaged staff that have become ambassadors of our brand.  We hire capable and innovative individuals who share in our values and fit within our culture.  We want to you to become part of our team. 

“The only people we treat better than our clients, are our employees. We love our staff,” Kent MacPhee, President & CEO of Advantage Communications Inc.

SUMMARY

In this role, Customer Service Representatives (CSR) are responsible to provide first in class customer support for services offered by our client. Provides Customer Services and Sales via voice and non-voice channels, resolves and responds to customers’ queries.  CSRs will use dynamic communication strategies to help the customer on all aspects of the product/service offered optimizing sales opportunities and ultimately ensuring customer satisfaction.  The CSR is a brand ambassador who plays a key role in delivering an exceptional professional and friendly service to all customers.

Location: Kingston, Jamaica

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, however other duties may be assigned.

Receives and responds customers providing world class customer service handling support call, order status, account inquires, and realizing new sales opportunities. Main activities include:

• Provides support for customer service, sales or retention calls through various communication channels.
• Creates an enviable customer service and sales environment based on strong ethics and the principles of integrity, honesty and respect.
• Develops and maintains an in-depth and comprehensive knowledge of all client products, service requirements, and quality standards
• Completes all realized sales opportunities and receives all required customer and/or payment information as appropriate.
• Schedules installation and fault tickets appointments
• Presents customer-focused solutions in a both a timely and positive manner so as to address, influence, and resolve customer needs to their full satisfaction as well as balancing the impacts to the business.
• Provides transparency in the various lines of support with representation that meets the needs of the client and their corporate customers.
• Documents required customer information as well as support steps taken in the customer contact into the Customer Relationship Management (CRM) or other similar tools used.
• Communicates with specific departments for escalation and resolution of more complex problems/concerns.
• Provides feedback to improve the business practices which will increase client/customer satisfaction and employee morale.
• Learns and embrace new call centre initiatives and training as business needs change.
• Attends meetings as required.
•  Performs other duties as required

KNOWLEDGE AND SKILLS

• Role model customer service based on strong principles and ethics which demonstrate an outstanding commitment to service.
• Strong interpersonal skills, including active listening and empathy
• Proven ability to meet performance objectives. 
• Team-oriented with a strong work ethic and a high level of personal integrity.
• Basic computer proficiency - keyboard, mouse, copy-and-paste, typing and navigating between multiple windows
• Business maturity, professional, and dependable.
• Strong attention to detail and excellent organizational skills.
• Positive attitude, must be self-motivated, and possess very good time management skills.
• Excellent problem solving and negotiating skills.
• Exceptional communication skills (written and verbal).

EXPERIENCE

• Experience equivalent to 1 year in an inbound & outbound, customer care center, sales & retention.

EDUCATION

• High School Diploma
• A minimum of five (5) subjects inclusive of English Language, Mathematics and a science subject at the CXC General Proficiency level or equivalent standard.

OTHER

• Satisfactory completion of a clean police check.
• Ability to work shift work in a 24/7 environment

About Us

“Our team has created a culture of caring within our organization where employees come first.  We have a strong and innovative team, one that I am proud to be a part of,”   Ryan L. White, Director of Human Resources. 

Advantage Communications is a trusted partner in outsourced business solutions for high-growth and Fortune 1000 companies in the telecommunications and banking verticals. Since 1996, the company has developed a strong reputation for creating meaningful jobs, boasting some of the lowest turnover rates in the industry. Advantage has locations in Atlantic Canada and Jamaica providing outsourced technical support, help desk, and customer care solutions for clients across North America.

We thank all parties for their interest however, only shortlisted applicants will receive interviews.