Customer Service Specialist - Voice, Email and Chat

About the role

itel is hiring a Customer Service Specialist in Kingston to deliver a great customer experience by keeping customers engaged, responding to their interactions promptly and resolving their issues. Conversations are not scripted, so specialists must think quickly to give a personalised experience based on each customer's needs. It is not a sales position, but specialists must meet monthly metrics for quality, productivity and CSAT. The role covers voice calls, chat and email.

Key responsibilities

• Provide timely and accurate information on incoming and outgoing interactions.
• Work closely with mentors, team leaders and management to deliver quality conversations and represent clients effectively.
• Give timely feedback to the company about any concerns.
• Partner with management to meet and exceed customer service expectations.
• Attend regularly on site and follow the Attendance Policy strictly.

Required profile

• 5 CXC including English and a numerical subject; alternatively 3 CXC minimum with previous BPO experience.
• Experience navigating website pages and finding information quickly.
• Prior BPO or customer service associate experience is a plus.

Required skills

• Excellent verbal and written communication and the ability to articulate well.
• Typing speed of 30 WPM.
• Multi-tasking, adaptability, consistency, attention to detail and critical thinking.