Customer Service Representative

Role overview

This role is based in Kingston, Jamaica, and is intended for a driven, proactive professional to support the customer service and sales function. The position involves handling client interactions, resolving issues, and assisting with sales opportunities.

Customer service and support duties

• Communicate with customers through email, live chat, and phone calls.
• Hear out customer concerns carefully and work toward a resolution; escalate to the support team, a manager, or another teammate when the issue cannot be handled at your level.
• Reply to customer issues quickly and professionally.
• Review customer accounts and keep transaction details updated in the system.
• Contribute to the creation of support resources such as training documents, videos, and FAQs to improve customer assistance.
• Keep interaction logs organized and up to date.
• Work with internal teams to solve customer-service-related matters and clear client issues.
• Follow up after a query has been resolved to confirm the customer is satisfied with the outcome.
• Support lead-based sales generation for the company.

Qualifications and knowledge

• High school completion or a bachelor's degree, or an equivalent qualification.
• Working knowledge of customer service standards, principles, and procedures.
• Comfort using common computer tools and online applications such as email, Skype, Slack, and Google Docs, along with administrative and documentation processes.
• Additional advantage: familiarity with the US stock market or finance-related topics.

Skills and work style

• Strong computer literacy and the ability to learn new software quickly.
• Clear written and spoken English communication.
• Ability to manage large amounts of information efficiently and at pace.
• Patience when dealing with customers.
• Calm, professional behavior even in difficult or rude interactions.
• Active listening skills, especially for phone-based communication.
• Good attention to detail.
• Flexibility to adapt to different customer situations.
• Willingness to work from the office rather than remotely.

Additional information

This opening is for an in-office position in Kingston, Jamaica, even though the employment type is contract. No stipend, salary, or number of vacancies was specified in the source.