Client Care Specialist

Summary

Providing a great experience to our clients by keeping them engaged, responding to their interactions in a timely manner and ensuring that their issues are resolved. Each Specialist is responsible for having dynamic conversations that assist them in their processes and result in the customer wishing to continue doing business with us. Specialists are required to be analytic, and problem solving, with an ability to multi-task and provide a personalized experience to the customer. Therefore, the ability to build relationships, research, improvise, and type quickly is a must.

Responsibilities

• • Perform duties of a Client Care Specialist in handling service requests, complaints and inbound calls from customers regarding all products and services.
• • Conduct outbound campaign activities aimed at new business development by tailoring appropriate products consistent with the needs of the customer.
• • Conduct e-banking support and training for electronic channels to drive usage by customers.
• • Provide product leads/referrals to the Direct Sales Team, Branches and Subsidiaries.
• • Handle all customer-related social media queries, emails, texts, online chats and instant messenger communication received within stipulated timelines.
• • Liaise with electronic channel merchants (e.g. utility providers) in handling bill payment queries (including refunds to accounts) on behalf of customers.

Required Skills

• • Typing Test score of 20 wpm
• • Analytical Ability and attention to detail
• • Computer Literacy and an eagerness to learn
• • English comprehension and a high level of emotional intelligence
• • Technical Skills, Confident, Resilient with the ability to tolerate stress
• • Sales Skills, ability to communicate well and results driven.
• • Planning and Priority Setting as well as building Partnership and trust

Qualifications

• Minimum 5 CXC/CAPE/ subjects including a subject in:

  • • English, Mathematics, Business, Science
• • College and/or professional training is an asset.
• • Minimum of six months BPO/Contact Center experience and knowledge of the financial sector is a plus.

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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