Customer Service Associate - Portmore

We are seeking avid readers or listeners of books who are analytical problem solvers with a passion for excellent customer service and a desire to help us resolve customer issues while being brand ambassadors.

Job Overview

We are seeking avid readers or listeners of books who are analytical problem solvers with a passion for excellent customer service and a desire to help us resolve customer issues while being brand ambassadors. The ideal candidate is comfortable in a fast-paced, high-energy environment while providing quality service.

Associates communicate with customers primarily via phone, chat and email and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast-paced environment.

Key Responsibilities

• Respond to customer inquiries while promoting/selling products and services in a call center environment.
• Research and resolve complaints to ensure customer retention and satisfaction.
• Process orders, address billing questions, and resolve basic technical issues while delivering on performance goals.
• Consistent performance within a fast-paced and constantly changing environment.
• Offering solutions for customers requesting membership cancellation.
• Being available to work weekends and/or Holidays.
• Contributing to a diverse team

A successful Associate will have the following skills:

Customer Focus

• Excellent customer service skills – i.e. customer-obsessed
• Takes ownership of problems and dives deep into customer issues to resolve root causes of customer issues
• Excellent interpersonal skills
• Ability to empathize with customers
• Positive attitude
• Ability to identify customer needs and provide appropriate solutions
• Avid reader or loves watching movies and has the ability to give a summary of the book or movie.
• Patient and able to provide troubleshooting steps for customers who are not tech-savvy.

Communication Skills

• Excellent communication skills via phone, email and chat
• Good comprehension skills—the ability to clearly understand and state the issues customers present

• Ability to communicate correctly and clearly with both internal and external customers
• Good composition skills—the ability to compose a grammatically correct, concise, and accurate written response
• Excellent documentation skills
• Familiarity with informal American English (i.e. slang, emoticons)
• Can use the brand voice – e.g. can build rapport and articulate value proposition

 Technical Skills

• Excellent typing skills – 25 wpm or higher with high accuracy and proper grammar
• Tech savvy with the ability to perform basic troubleshooting on devices and apps
• Ability to use a desktop computer system & familiarity with Windows, Macintosh, Microsoft Outlook, and Web Browsers
• Ability to multi-task
• Efficient at leveraging self-service resources such as KC or help center (e.g. references & searching for blurbs) and is able to escalate issues beyond their knowledge

Problem Solving Skills

• Solution-focused and able to work in the grey for positive outcomes
• Critical thinker who solves routine problems effectively, using available resources to gather all necessary information
• Fast learner and good decision-making skills

• Action oriented and self-disciplined
• Organized and detail-oriented
• Ability to deal with ambiguity

Qualifications

• Minimum 3 CXC passes or equivalent qualification is preferred, Or a combination of experience and related skills and the ability to pass internal assessments.