Customer Service Representative

Customer Service Representative

Our client, SCL (Jamaica) Ltd, is part of the SCL Group, a company engaged in the distribution of industrial and commercial products, including tools, equipment, and related solutions. The organization supports a wide range of industries by delivering quality products and reliable customer service.

Job Summary

Reporting to the Accounts Officer, the Customer Service Representative is responsible for delivering high-quality service to both internal and external customers. The role emphasizes prompt query resolution, accurate preparation of quotations and invoices, and ensuring a seamless customer experience to drive satisfaction and retention.

Key Responsibilities

• Respond promptly and professionally to customer calls, emails, and inquiries
• Prepare and issue accurate quotations on the same day requests are received
• Generate and process customer invoices efficiently
• Provide accurate information on products, pricing, services, and policies
• Address customer concerns, troubleshoot issues, and ensure timely resolution
• Maintain accurate customer records and update the customer database
• Liaise with the purchasing team regarding stock availability and communicate updates to customers
• Deliver excellent customer service, including post-sales support, to enhance customer satisfaction and retention

Qualifications and Experience

• Minimum of five (5) CXC subjects, including English Language and Mathematics
• Experience in customer service, tourism, or hospitality would be an asset
• Proficiency in Microsoft Office Suite
• Strong communication skills, particularly in telephone etiquette
• Sound time management and problem-solving abilities

Knowledge, Skills, and Abilities

• Strong multitasking and prioritization skills
• High level of accuracy and attention to detail
• Excellent written and verbal communication skills
• Ability to think critically and apply creative problem-solving techniques
• Ability to work independently and perform effectively under pressure

Core Competencies

• Effective communication
• Analytical thinking
• Team collaboration
• Results-oriented approach
• Leadership potential