Customer Support Phone Agent

About the role

Goldstar is looking for a Customer Support Phone Agent in Montego Bay, Jamaica, reporting to the Contact Centre Operations Supervisor. The agent handles inbound calls and answers customer inquiries, resolving issues quickly and effectively while maintaining a positive customer experience. The role covers basic inquiries, order information and liaison with other departments.

Key responsibilities

• Answer incoming calls promptly and professionally, following the Goldstar Contact Processing Policy
• Listen carefully to customer issues and provide accurate information on products, services and account details
• Handle basic inquiries that can be resolved without transfer, and update customer orders in GSOM
• Navigate the Goldstar website, Salesforce, GSOM, the Knowledge Base and other sites to give customers accurate information
• Liaise with other departments, de-escalate difficult calls and escalate issues to the right parties
• Provide order status, educate customers on product knowledge and manage each call to a favourable service level
• Meet weekly KPIs on sales revenue, quality, productivity, accuracy and backlog; comply with company policies and keep the work area tidy

Required profile

• Minimum of one year of customer service experience; call centre, customer service or sales background preferred
• Good attendance and a team spirit
• High school diploma or four High School passes, including English and a math-related subject
• Ability to execute well against targets and tasks

Required skills

• Superior telephone skills and good written and verbal communication
• Ability to multi-task in a fast-paced, high-volume environment, including phone calls, email and order processing
• Familiarity with computer applications such as the MS Office suite
• Typing speed of at least 40 wpm