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Transportation Customer Service Agent Tier 1
7Cs Global Workforce Solutions Limited
- St. James
- Not disclosed
- Permanent full-time
- Updated 28/05/2025
- HRM
The transportation Customer Service Agent handles real time customer service requests using phone and email contact mediums. This agent will be responsible for supporting customers with new and existing orders, as well as facilitating effective and efficient resolutions to customer inquiries.
Job Title: Customer Service/Transportation Customer Service Agent, Tier 1
Work Location: Cazoumar Freezone
Reports to: Onsite Manager
Work Hours: Shift between 7am – 8pm, 7 days
Position Summary:
The Transportation Customer Service Agent Tier 1 will be responsible for handling real time customer service requests using phone and email contact mediums. This agent will be responsible for supporting customers with new and existing orders, as well as facilitating effective and efficient resolutions to customer inquiries. The Customer Service/Transportation Customer Service Agent will use their thorough knowledge of proprietary systems to convey information to end users by utilizingappropriate phone and email etiquette. This role will also act as a gateway to escalate more complex issues, or issues falling outside of their immediate scope of work, to higher or more task appropriate teams in a clear and direct manner.
Primary Responsibilities:
Process customer inquiries on available routes, stops, pricing and answer all general inquires in a professional and efficient manner.
Responsible for assisting customers with support services through both voice (phone) and email mediums.
Use knowledge of proprietary systems to facilitate end user access and ensure proper function and configuration of customer accounts.
Assist customers with online ticketing and advise of available purchasing options.
Communicate effectively and efficiently, using proper spelling, grammar and punctuation.
Provide a high level of support service, both in real time and offline, while meeting or exceeding stated department goals for SLA, handle and response times.
Observe proper escalation protocols when sending severe issues to higher level or task appropriate support teams.
Provide clear and concise instructions to resolve user queries.
Contribute to knowledge sharing by writing documentation of unique cases.
Assist users with navigation and functionality of pertinent systems, customer facing websites and portals.
Effectively work in a team environment and collaborate with team members on complex issues.
Assist with responding to customer emails in a timely manner*
Assist with tracking transportation vehicles and updating customers*
Essential Entry Requirements:
The successful candidate must have the following qualifications and/or in-depth knowledge of the practical use of the following:
- Minimum of 4 CXC subjects (Math and English included) or equivalent education.
- Be 18 years or older
- Must have a valid Government issued ID
- Have the ability to work extended hours, weekends and public holidays
- One (1) + year experience in applicable discipline including customer service.
- Must possess good time management skills.
- Appointment setting, ticketing, transportation, airline, reservation experiences a plus!
- Must possess an analytical nature and strong problem solving skills.
- Working knowledge of internet browsers and Windows based platforms.
- Have a solid working knowledge of Windows Operating Systems – Win XP/ Vista/ Win7/ Win 8 / Win 10.
- Must pass a computer competency exam.
- Able to type 30 words per minute.
- Excellent organizational skills and multi-tasking capabilities.
- Strong work ethic and strict schedule adherence is a must!
- Ability to work under moderate supervision and be self-motivated.
- Must be flexible and able to quickly adapt to changes in a dynamic working environment.
- Excellent verbal and written communication skills; ability to document complex information into clear, high-level summaries.
Benefits Of Working For 7C’s Includes:
Paid Training
Free Round-Trip Transportation From Downtown
Health And Life Insurance Eligibility
Employee Referral Bonus Program
Employee engagement activities
Potential for KPI performance incentives.
Upward mobility.
Join our team and contribute to creating exceptional customer experiences!
7Cs Global Workforce Solutions Limited
- Suite B204,Cazoumar Freezone,, Montego Bay, St James, Jamaica WI