Customer Service and Technical Banking Support Associates (ONSITE)
On-sitePortmore, Saint Catherine Parish, Jamaica
Job Summary
Answer inbound calls to provide exceptional customer service and technical solutioning to consumers regarding technical issues, products, services, payments, and account maintenance. Respond to inquiries, up-sell customers to new products, and utilize strong troubleshooting skills to resolve technical problems while managing multiple applications and CRM tools. Demonstrate systematic problem-solving, patience, and empathy to satisfy individual customer needs through live voice or chat interactions. Maintain high typing accuracy and speed, prioritize tasks effectively, and adhere to flexible shift schedules including weekends and public holidays.
Required Qualifications
- A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED
- Must have a valid (not expired) government issued ID, TRN and NIS card
- Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays)
- Must be able to train and / or work onsite and any of our Kingston and Portmore sites
- Demonstrated ability to perform at a high level, to support our high volume of inbound calls
- Strong technical or troubleshooting skills
- Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers
- The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs
- Excellent attention to detail
- See through the eyes of the customer
- Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions
- proficient reading skills
- The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel
- The ability to effectively organize, prioritize, multi-task and manage time
- Multi-tasking skills, showcased through the use of several applications
- Basic PC keyboarding skills
- basic Microsoft Office (Outlook, Word, Excel) experience
- Ability to type over 30 WPM with 80% accuracy
- Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues
- Inspire confidence and positively influence the behaviour, actions, and thoughts of others
- Must be able to pass a criminal background check and drug test as needed
Desired Qualifications
- Experience in customer service is an asset and preferred
- experience working with CRM applications preferred
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.