Customer Service Specialist

We are seeking a Customer Service Specialist to be the voice and heart of our company, assisting customers through calls, chat and emails. You will address inquiries, resolve issues, promote/sell our products and services, and ensure customers feel valued at every interaction.

Position Title: Customer Service Specialist
Location: Cazoumar Freezone, Montego Bay
Employment Type: Full-time

About the Role

In this role, you’ll deliver world-class support to our digital product subscribers while building lasting customer relationships in a fast-paced telecom environment. You’ll respond to client inquiries with professionalism and empathy, guide them through our furniture damage policy, and carefully assess reported issues based on the client’s perception and description.

Key Responsibilities

• Manage customer interactions across phone, chat, and email channels with professionalism and efficiency.
• Uphold exceptional service standards in alignment with company policies, SOPs, and quality benchmarks.
• Maintain accurate and secure customer records within company systems.
• Consistently meet and exceed established performance targets and service-level expectations.
• Conduct information triage, routing inquiries to appropriate departments for timely resolution.
• Proactively identify and escalate critical issues to ensure swift resolution.
• Handle service cancellations strategically, with a focus on retention, upselling, and revenue preservation.
• Deliver expert support related to memberships, subscriptions and digital product offerings.
• Guide customers through digital platforms to maximize their subscription experience.
• Recommend tailored upgrades and additional services aligned with customer needs and membership levels.
• Manage complex and challenging customer interactions with composure and a solutions-oriented mindset.
• Perform other duties as assigned to support business needs and team objectives.

Requirements

• Availability for full-time, flexible scheduling including weekends and holidays.
• Minimum educational requirement: high school diploma or equivalent.
• Proven experience in customer service or sales roles, demonstrating strong client engagement.
• Proficient typing speed of 40wpm and advanced computer literacy with seamless navigation across multiple systems.
• Demonstrated ability to multitask efficiently while maintaining accuracy and composure.
• Excellent communication skills, both written and verbal, with fluency in English.
• Self-motivated with the capacity to work autonomously and collaboratively within a team environment.
• Meticulous attention to detail paired with strong organizational capabilities.
• Customer-centric mindset focused on fostering lasting relationships and delivering exceptional service.
• Skilled in managing complex interactions, including those with challenging or nonconforming clients.

Why Join Us?

• Paid training and ongoing development programs.
• Complimentary round-trip transportation from downtown.
• Health and life insurance eligibility after 120 days.
• Employee referral bonus program.
• Regular employee engagement activities.
• Competitive salary and benefits package.
• Career advancement opportunities.