Voice Support Agents (High-volume) All Parishes

We have an exciting opportunity for you with our client who has been in business for over 25 years. Our client continues to grow while taking on new services and venturing into areas to spread their expertise, while offering the WOW experience to customers.

Our client serves over 190 home improvement store locations with the goal of continued growth while maintaining exceptional service and satisfaction.
WOW factor while taking pride in customer service to customers are of top priority.

Benefits:

• Best thing about working from home is the drive to work

• Performance has its benefits within our Quality Performance Incentive

• Work-life balance - No more commuting to work, you get back lost days, a lot of lost days

• Getting to work with multicultural teams 

• A Learning Design team that designs and tailors learning resources to suit your learning and development needs

• Learning tools that are available for your personal and professional growth!

• An elite leadership team that provides a strong support system to you while working and assists you when in doubt 

What do you bring to the table?

• Minimum 6–12 months of phone support experience on high-volume clients

• The ability to handle 90–120 calls per day with a handle time of 2–3 minutes

• Excellent verbal and written communication skills

• Detail-oriented

• Upbeat personality and fluent standard English

• Thorough and prompt communication skills

• Ability to work under pressure; resilient and not easily intimidated

• Multi-tasker with quick learning skills (navigate more than one tab at a time)

• Experience with RingCentral and Quickbase

• Ability to de-escalate situations with irate customers

• Available to work 8:00am–4:00pm / 9:00pm–5:00pm (Jamaican timezone)

Main Objectives:

• To assist customers with queries via the RingCentral app regarding their various installations

• Contact the installer via text through RingCentral when needed to give the customer accurate information.

• Contact schedulers to arrange installation times for the customers.

• Add project notes via Quickbase on each order so that the internal team can action the customer’s request.

• Handle 90-120 calls per day with a handle time of 2-3mins.

• Be able to de-escalate situations resulting from irate customers

Internet and Device Requirements:

• Internet speed: Minimum 85–90 Mbps (upload and download)

• System: Windows 10 or more, 32-bit operating system

• Laptop (Bring Your Own Device) — No Chromebook, Linux OS, or Desktop

• 8GB RAM or more

• Processor: Intel Core i5 or up

• Wired noise-canceling headset

• Quiet working environment

• Must have a backup location in cases of light and power and or internet outages.

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Additional Details:

• This is a full-time role

• The Customer Service Agent reports directly to the Customer Service Team Leader

• Salary: JMD 77,500

• We are only recruiting from Jamaica for this role