Customer Experience Professional

Role overview

As a Customer Experience Professional, you will play a key part in creating a standout service experience by identifying both clear and unspoken customer needs and responding with professionalism. You will support customers and internal teams using the tools and systems available, while delivering efficient and friendly assistance across phone, email, chat, and text.

This role is best suited to a proactive self-starter who can manage time well, stay organized across several channels at once, and contribute to all contact center programs. You should be open to feedback, committed to ongoing improvement, and able to work in a fast-moving environment where evening, night, and weekend shifts may be required.

The position adds value by helping the business deliver strong customer service through the contact center and supporting an omnichannel experience for customers looking for products or service help.

Responsibilities

• Use available information and sound judgment to identify the best response or solution while assisting customers through whichever channel they use.
• Work across multiple computer systems at the same time and handle data entry accurately while collecting the information needed to resolve inquiries.
• Support a wide range of customer needs, including purchase questions, order or status checks, service requests, store experience feedback, and general questions.
• Explain products, services, offerings, pricing, and related information clearly and accurately.
• Apply problem-solving skills and stay composed under pressure while working through customer issues.
• Spot sales opportunities and follow up when needed to make sure customer needs are fully addressed or additional details are shared after research.
• Build rapport through empathy, courtesy, engagement, and a positive attitude in every interaction.
• Act as a reliable source of information so customers can resolve concerns and better define their product or project needs.
• Listen carefully to understand both the stated concern and the underlying need, then adapt quickly and use resources creatively to solve problems.
• Continue learning about the client’s business and contact center tools so performance and knowledge keep improving over time.
• Carry out any other duties assigned as part of the role.

Requirements

• At least three CXC passes or an equivalent qualification, or a High School Diploma/GED, or a suitable mix of experience and related skills.
• Minimum 1 year of customer service or sales experience preferred.
• Comfort using basic computer tools and moving between applications with ease.
• Intermediate to advanced ability in customer service, reading, and writing.
• Ability to pass internal assessments conducted by ibex.
• Preferred: contact center training and/or certification.
• Preferred: familiarity with the home improvement retail sector.

Working conditions

This is a full-time onsite role based in Greater Portmore, Saint Catherine, Jamaica. The environment is a busy contact center, and work schedules may include nights and/or weekends.

Additional information

The role focuses on delivering a differentiating customer experience through omnichannel support. Candidates are expected to be receptive to coaching and continuous learning, with a strong commitment to improving performance and service quality.