Consumer Shopping Specialist

About the role

itel is looking for a Consumer Shopping Specialist in Montego Bay to support customers through phone, chat and email, guiding them through order placement, account updates and delivery assistance. The role takes full ownership of each customer interaction, with a first-contact resolution approach, and requires availability on any 8-hour shift between 6 am and 12 am.

Key responsibilities

• Support customers by phone, chat and email, guiding them through order placement, account updates and pre/post/pending delivery assistance.
• Resolve each customer's needs efficiently and deliver a seamless, first-contact experience.
• Handle challenging situations with empathy and professionalism, strengthening trust and preserving customer relationships.
• Keep interactions aligned with risk, compliance and policies while acting as the customer's voice within the organization.
• Navigate multiple systems while engaging with the customer, and accurately document order details and follow-up actions.

Required profile

• At least 5 CXC/CSEC subjects or equivalent, including Mathematics and English Language.
• Associate degree or higher preferred.
• At least one year of customer service or call center experience; fast-paced, customer-focused roles such as contact centers, hospitality or high-touch retail are strongly preferred.
• Availability to work any 8-hour shift between 6 am and 12 am, any day of the week.

Required skills

• Clear, concise and confident verbal and written communication.
• Ability to stay calm and solution-oriented during repeated complaints, and to recognize and respond appropriately to customer emotions.
• Quick assessment of situations, application of policy with discretion, and clear communication of next steps.
• Ability to learn new processes, tools and policy updates while maintaining service quality and compliance.
• Ability to navigate multiple software platforms and web-based tools simultaneously, with basic technical troubleshooting (e.g. clearing cache and cookies).