Retail Customer Care Associate
On-siteMandeville, Manchester, Jamaica
Job Summary
Identify and assess client needs to achieve satisfaction while building sustainable relationships through open, interactive communication. Provide accurate information using appropriate tools, handle complaints with appropriate solutions, and follow up to ensure resolution within time limits. Maintain records of interactions, process accounts, and file documents while adhering to communication procedures and policies. Engage clients proactively, listen actively to understand concerns, and leverage internal resources to find the best solution. De-escalate customer concerns using conflict management skills, solve problems analytically in a first-contact resolution approach, and multitask by navigating multiple browsers and tools simultaneously. Escalate systemic issues to help continuously improve processes.
Required Qualifications
- A minimum of 4 CXC/GCE subjects inclusive of English Language and a numeric subject, or a U.S. high school diploma or GED
- Must have a valid (not expired) government issued ID, TRN and NIS card
- Must be able to train and / or work onsite
- Demonstrated ability to perform at a high level, to support our high volume of inbound calls
- Must be able to pass a criminal background check and drug test as needed
- Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues
- Must be able to effectively organize, prioritize, multi-task and manage time
- Good Typing Skills – Minimum 35 wpm with minimum 80% accuracy
- Basic PC keyboarding skills
- Basic Microsoft Office (Outlook, Word, Excel) experience
- Excellent verbal and written communication skills
- proficient reading skills
- The ability to project patience, empathy, caring, and sincerity in written words or voice tone
- Ability to effectively organize, prioritize, multi-task and manage time
- Multi-tasking skills
- High level of integrity
- Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays)
Desired Qualifications
- Experience in customer service is an asset and preferred
- experience working with CRM applications preferred
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