Guest Support Specialist - Portmore

Guest Support Specialists are compassionate problem solvers with a love of beauty and a passion for helping and educating. They provide exceptional support via phone interactions using multiple tools and resources.

Overview

Responsibilities
• Take initiative & ownership of all Customer issues and concerns in an interactive and friendly
manner.
• An obligation to deliver exceptional customer service.
• Proactively look for solutions to customer inquiries and ability to resolve issues.
• Receive inbound calls, gather and verify required information.
• Actively listen to the customer and show empathy and patience.
• Provide information to the customer and place appropriate notes in the system indicating exactly
what action was taken or needs to be taken.
• Ensure policies and procedures are followed on all calls.
• Maintain thorough knowledge of systems so that information can be researched and proper
information is given to the customer.
• Learn and retain a thorough working knowledge of all existing and new processes and procedures.
• Achieve assigned Key Performance Indicators – e.g., Handle Time, Quality & CSAT.
• Attend team meetings/additional training sessions as scheduled.
• Performs other duties as assigned.

Required Skills
A successful CSR will possess the following competencies:
Language and Communication Skills

• Strong verbal and written communication skills.
Agent Profile –Customer Service Agent – UB
• Ability to speak and write accurately, using proper grammar, spelling, and good enunciation.
• Ability to communicate inclusively and work with a variety of people from diverse backgrounds.
• Ability to be personable, conversational, and to de-escalate when necessary.
• Ability to listen attentively and to use information provided by guests to personalize responses
and actions to meet their specific needs.
• Demonstrate sincere empathy, compassion, and a genuine respect for people, their concerns,
feelings, and well-being.

Customer Interaction Skills
• An upbeat personality, patience, and a positive attitude.
• Ability to establish rapport quickly.
• Displays helpfulness and willingness to educate.
• Match the callers’ pace and tone with the ability to be clear, concise, and sound confident.
• Ability to set expectations and deliver information positively and articulately.
• Ability to organize and follow up multiple tasks/details with accuracy and timeliness.
• Ability to de-escalate irate customers effectively.
Computer Proficiency/Technical Skills
• Ability to operate a phone system.
• Proven proficiency with data entry, computer applications, Windows environment, and accessing
the internet and e-mail.
• Be proficient in multi-tasking on the computer, phone, and concurrent chats to support customer
requests.
• Ability to type 35 wpm with minimal errors.
• Familiarity with CRM ticketing systems is desired.

Problem-Solving Skills
• Solution-focused and able to work in the grey for positive outcomes.
• Probes, investigates, and takes appropriate action to meet customers’ needs.
• Solves routine problems effectively, using available resources to gather all necessary information.
• Ability to perform basic mathematical functions.
• Demonstrates attention to detail.

Interpersonal Skills
• Ability to professionally interact with employees at all levels of the organization.
• Treats others with courtesy and respect

Minimum Job Requirements

• High School Diploma or Minimum 3 CXC passes or equivalent qualification is preferred, or a
combination of experience and related skills, and the ability to pass internal assessments.
• At least six (6) months of customer service experience is required.
• Up to 3 years’ customer service experience is preferred.
• Strong knowledge/Love of beauty (Makeup, Haircare, Skincare, Fragrance) desired.