Customer Service Specialist || Energy

We're thrilled that you're here to explore the details of your next career step. Before proceeding with your application, we kindly request that you carefully review the requirements for this position. It is essential to ensure that you meet the necessary qualifications and are authorized to work in the country where this position is located. By fulfilling these criteria, you increase your chances of being shortlisted and joining itel at the earliest opportunity.

POSITION PURPOSE: Providing great customer experience to our customers by keeping them engaged, responding to their interactions in a timely manner and ensuring that their issues are resolved. Each Agent is responsible for having dynamic conversations that assist the customer with their billing and service queries. They are responsible for providing the customers with accurate information on their accounts, logging reports on outages, emergencies and site visits. Candidates will also be required to meet monthly and weekly metrics to include Quality and AHT.

ESSENTIAL FUNCTIONS:  

• Provides timely and accurate information on incoming/outgoing interactions
• Works closely with mentors, team leaders and management team to provide quality conversations to our customers and represent our clients in an effective and efficient manner.
• Provides timely feedback to the company regarding any concerns.
• Partners with management team to meet and exceed customer’s service expectations.
• Regular on-site attendance; strict adherence to the Attendance Policy.

COMPETENCIES:

• Great Verbal and Written Communication.
• Interpersonal Skills.
• Multi-tasking. 
• Adaptability/Flexibility.
• Consistency/Reliability.
• Attention to Detail.
• Must articulate well
• Must be able to type 30 WPM

QUALIFICATIONS:

• 5 CXC to include English and a numerical subject
• Background in billing or accounting is an asset.
• Full Flexibility to work late or overnight shifts + weekends and public holidays
• Exception: 3 CXC minimum with previous BPO experience.
• Must be experienced at navigating website pages and quickly identifying information
• Must have effective written and oral communication skills
• Ability to multi-task and prioritize quickly
• Detail oriented and customer-focused
• Possess critical thinking skills
• Adaptable
• Career oriented and professional
• Prior BPO/or Customer Service Associate is a plus

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.

itel is an equal opportunity employer offering competitive pay, as well as a whole host of benefits designed to support employee comfort, and wellbeing. This includes paid training, opportunities for career advancement & development, as well as medical and life insurance, in a fun and inspiring work environment with great on-site amenities.

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.