Customer Service Representative

Summary

As a Customer Relations Associate, you’ll have the opportunity to work in a collaborative and engaging environment with a shared goal: to make a positive impact on people’s day! We’ll provide comprehensive training, enabling you to become an expert in your field and confidently deliver an exceptional customer experience. You’ll handle customer billing inquiries, identify individual customer needs, address concerns, process payments, and demonstrate emotional intelligence to enhance the overall customer experience.

Benefits

• • Competitive wages and overtime opportunities
• • Paid Training
• • Insurance – Medical, Dental, Vision disability and Life Insurance
• • Refer-A-Friend bonuses
• • Time off – paid vacation
• • Career advancement in a fast growing organization
• • People focused environment where you’ll make lifetime connections and friendships.

Responsibilities

• • Communicate with customers through inbound calls and address queries on billing, payments, existing and new services, promotional offers, and service upgrades/downgrades.
• • Identify customer needs through active listening, providing answers, assisting with troubleshooting, and recommending products based on individual requirements.
• • Employ a consultative approach with customers experiencing service problems, taking ownership of the issue and its resolution.
• • Utilize multiple computer systems to research products, services, common problems, and solutions.
• • Document customer needs, interactions, and outcomes in the appropriate tool or system, including creating additional requests if issues cannot be resolved in real-time.
• • Create a “WOW” factor in every interaction through exceptional communication skills, ownership of the interaction, and efficient service delivery.
• • Participate in regular 1 to 1 coaching sessions with your supervisor to ensure adherence to key performance indicators.

Desired Traits and Characteristics

So what really makes a great Customer Care Representative? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you’re compassionate, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this opportunity!

Qualifications

• • You’re at least 18 years of age
• • CXC/CAPE, at least 5 subjects including English A and Mathematics
• • You must be able to work In Portmore and/or Kingston
• • You can work between the hours of [7 AM and 12 AM EST], but have flexibility as business needs may change
• • You have at least 6 months of Sales/Customer Service experience, 6 months BPO/Call Center experience and you understand the value of coaching / feedback
• • You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
• • Demonstrate a caring, supportive, and friendly nature in every interaction with the upmost confidence and urgency
• • You’re computer savvy, comfortable sitting at a desk and working with multiple monitors
• • You’re results oriented and comfortable providing customers with recommendations and solutions
• • You have excellent English communication skills, both oral and written
• • HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Jamaica regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
• • You will be required to pass preemployment tests and an interview. Our initial screening does include Artificial Intelligence assessments.

Additional Information and Instructions

• • HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you have any restrictions that need to be accommodated, please advise during the application process. All information regarding accommodations will be kept confidential.
• • Candidates will be required to pass pre-employment tests and an interview, which may include Artificial Intelligence assessments.

Join us at HGS and become part of a team dedicated to making a difference while enjoying a rewarding career!

About HGS

HGS is a leading global Business Process Outsourcing (BPO) service provider, with a presence spanning four continents. As we continue to expand our contact center business in Jamaica, we invite you to become an integral part of our technology team. Our technology support personnel are crucial to the sustainability and continued growth of our operations.

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