Customer Service Representatives - Field Services

Summary

Receive inbound contacts (calls, chats, and emails), and/or place outbound contacts, depending on the Line of Business Accurately enter customer information into the clients’ systems Conduct a customer needs assessment with respect to the clients' defined processes and procedures and issue resolution based on that assessment Make follow-up contacts, as necessary Provide other support to customers and CSRs of the client, as necessary. Each CSR shall use call guidelines provided by the client, and the client’s billing and collection system, online reference tools, and other applications as designated by the client.

Responsibilities

• • Work with the client’s employees, departments and functions in a professional, courteous, and collaborative fashion.
• • Respond to inbound Field Services contacts from technicians to adjust work/job schedules.
• • Conduct outbound calls to customers to reschedule or hold customer appointments and update back-end systems as needed.
• • Maintain the highest standard of professionalism and courtesy, addressing customer issues and assuring the client’s quality standards are met on every call.
• • Monitor the client’s scheduling tool to ensure customer appointments are being met and technicians are staying on target to complete work on time so as to move to the next customer appointment time.
• • Demonstrate exceptional customer service skills in order to exceed technician and customers’ expectations and to minimize escalations by taking ownership of issues.
• • Make updates to back-end systems as requested by technicians through work order completion forms Manage incomplete jobs according to established procedures for the incompletion scenario.

Required Skills

• • Critical thinking
• • Detailed oriented
• • Problem solving (Ability to proactively resolve complex order/process issues effectively, independently and manage work autonomously
• • Multitasking (Ability to comfortably manage multiple software programs and exhibit good prioritization during simultaneous projects/tasks)
• • Adaptability - Ability to adapt to rapid changes in processes, programs, and product
• • Possess the ability to process, understand and apply large volume product knowledge/workflow & processes
• • High degree of personal responsibility and open to feedback
• • Able to work with a sense of urgency
• • Reliable and demonstrates good attitude

Qualifications

• • Minimum 3 CXC passes including English A and Maths
• • Prior call center experience a plus
• • Must be willing to work onsite
• • Must be flexible to work any 5 days between Monday to Saturday
• • Must be able to type at least 30 WPM

Additional Information and Instructions

All you need is a valid Jamaican National ID Card, a personal commercial bank account (National Commercial Bank or Bank of Nova Scotia), and a valid Police Record Certificate, in addition to having the necessary academic qualifications and experience for the position that best suits you.

About itel

itel is the largest Caribbean-born customer experience provider and we are now an award-winning international company. We take pride in empowering our teams, treating every member like family.

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