Customer Service Representative – Inbound & Outbound

About the role

City BPO is a nearshore contact center based in Portmore, Jamaica, supporting US businesses with customer service and sales support. We are hiring a Jamaica‑based Customer Service Representative to work with a US small‑business client. You will be the voice of that business, handling inbound and outbound conversations and booking qualified appointments.

Key responsibilities

• Answer inbound calls, chats and emails from customers and resolve questions professionally.
• Make outbound calls to prospects and customers to introduce services and set appointments.
• Qualify leads using client‑provided scripts and screening questions.
• Schedule appointments on client calendars and confirm details with customers.
• Follow up with prospects who need reminders to reduce no‑shows.
• Record every interaction accurately in the client’s CRM or ticketing system.
• Handle objections and complaints calmly, and escalate complex issues to your supervisor.
• Meet targets for call quality, appointments set and customer satisfaction.

Required profile

• Excellent spoken and written English with a clear, natural phone voice.
• Customer service or call‑center experience preferred.
• Own computer, headset and reliable high‑speed internet (backup mobile data preferred).
• Quiet, private home workspace where calls cannot be overheard.
• Comfortable with CRMs, calendars, video calls and screen‑monitoring tools.
• Ability to work scheduled shifts aligned with US East Coast business hours.
• Strong attention to detail and ability to work independently.
• CXC or high school diploma or equivalent.

Required skills

• CRM systems
• Calendar management tools
• Video conferencing tools
• Screen monitoring tools