Customer Service Sales Representative
Pavago
Swift
Customer Experience Associate IV
Conduent
full-time
Posted on:
Location: 🇯🇲 Jamaica
Visit company websiteJob Level
JuniorMid-Level
About the role
- Performs business support or technical work, using data organizing and coordination skills.
- Performs tasks based on established procedures.
- Provides customers with specialized information communicated in a warm, empathetic manner.
- Assesses calls to provide service immediately, transfer, or require follow-up for client resolution.
- Identifies customer needs by referring to case notes and examining each case specifically.
- Handles escalated transactions where the front line has exhausted all options or when the customer requests a manager.
- Gathers all necessary information to update the database.
- Explains company policies to customers as required.
- Guides end-to-end resolution of customer issues seamlessly and efficiently.
- Supports and mentors less experienced team members.
- Serves as a team head and may allocate work; may give subject matter guidance to junior team members.
- Proposes improvements to processes and methods.
- Complies with all policies and standards.
Requirements
- In some areas, requires vocational training, certifications, licensures, or equivalent experience.
- Proficient in a range of operational processes through prior job-related experiences and training.
- Has developed skillset in a range of processes, procedures, and systems.
- Acts as a technical expert in an area.
- Ability to problem-solve, evaluating issues and solutions to provide the best outcome for the client and end-users.
- Exchanges ideas and information effectively; strong interpersonal skills.
- Warm and patient demeanor, showing empathy and understanding to the end user.
- Typing Speed Requirement 20WPM.