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 is the first point of contact for callers, answering them promptly and courteously and resolving their issues or questions quickly and effectively while maintaining a positive customer experience.

Key responsibilities

• Answer incoming calls in a timely and professional manner, following the Goldstar Contact Processing Policy.
• Listen carefully to customers' issues, questions or concerns and understand the situation before responding or transferring.
• Provide accurate information on products, services, account details and other topics, and relay it by phone or email.
• Handle basic inquiries that can be resolved without transferring the customer.
• Update customer orders accurately in GSOM and navigate the Goldstar website, Salesforce, GSOM, the Knowledge Base and other sites to give customers the right information.
• Liaise with other departments, de-escalate difficult calls, escalate issues to the right party and provide order status information.
• Educate customers on product knowledge and manage each call to maintain a favourable service level.
• Comply with company policies and safety rules, keep the work area tidy, report problems to leadership and help colleagues when asked.

Required profile

• Minimum of one year of customer service experience; a call centre, customer service or sales background is ideal.
• Good attendance and weekly evaluation on sales revenue, quality, productivity, accuracy and backlog.
• Ability to multi-task in a fast-paced, high-volume environment, including phone calls, email and order processing, with attention to detail.
• Team player with excellent written and verbal communication skills.
• High school diploma or four High School passes, including English and a math-related subject.

Required skills

• Familiarity with computer applications such as the MS Office suite.
• Typing speed of at least 40 wpm.
• Superior telephone skills.