Sep 20, 2018

Customer Care Specialist

  • itelbpo Smart Solutions
  • Grand Bahama, The Bahamas
Full Time Customer Service & Call Center

Job Description

We are looking for persons to join our itelbpo Smart Solutions Family at our Grand Bahama, Bahamas location as Customer Care Specialist!

  • Are you a cooperative and sympathetic listener?
  • Are you comfortable dealing with repetitive routine?
  • Do you enjoy working in a customer service, team-oriented environment?
  • Are you people-focused and willing to give a helpful service?


Responsibilities

  • Manages incoming calls from customers, initiates proactive calls to customers relating to service issues, payment requirements, account information, etc.
  • Promotes good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times even when assisting difficult, sensitive or emotional customers
  • Has a developed rapport with the customer/consultant base, greets by/use name, has knowledge of account ownership, responsive and timely with correspondence and problem resolution, and displays a caring attitude
  • Acts with confidence by answering or finding the answers to customer questions and finding solutions to customer issues
  • Processes customer payments and offers other options for service
  • Maintains quality scores and call center metrics while working in a fast-paced, team environment
  • Must be receptive to monthly feedback with the ability to make necessary corrections to meet or exceed call center requirements
  • Must be able to maintain acceptable attendance and punctuality
  • Flexibility is key as this position operates on weekends and holidays
  • Hours will be determined by schedule selection and based on performance factors as determined by management
  • Assists existing customers renew their service agreement
  • Ensures that each  customer has an informative and positive experience by using good customer service skills and product knowledge
  • Promotes good customer relations and customer satisfaction with a friendly, professional and high energy demeanor
  • Works on outbound call campaigns as required
  • Full-time physical attendance is an essential function of the job
  • Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution and attendance 

FUNdamental Skills

  • Clear and articulate communication skills, both written and oral
  • Excellent telephone manner with a clear, concise, and pleasant voice with an understanding and helpful tone
  • Responsive and adaptive to change and able to maintain a positive attitude in a high-stress environment
  • Good organizational skills with the ability to multitask such as listening to the customer as you are documenting the call information
  • Ability/flexibility to assist in other areas of the department when needed
  • Excellent spelling and grammar skills with a strong attention to detail
  • Strong Windows, Internet, data entry, and typing skills in order to navigate through customer service tools in a timely manner while servicing customers
  • Willingness to work overtime as needed
  • Must be able to work in a very fast paced environment and be able to handle stressful situations
  • Experience in a high call volume call center, handling 60+ inbound calls per day preferred
  • Experience handling difficult customer service calls, with proven experience with excellent call control
  • Escalations experience a plus
  • Excel and Outlook experience

YOUR TIME...OUR TIME

  • This is a full-time career.
  • Flexibility is key as this role operates days, nights, holidays and weekends.
  • This position is most easily accessible for candidates in Grand Bahama.

Joining the itel family, you will experience...

  • Paid Training 
  • Excellent training and supervisory support - to help you feel comfortable servicing our customers.
  • Opportunity for advancement
  • Competitive Salary
  • Medical Plan
  • A fun environment! We respect our employees and strive to make our environment exciting.

#FunBeginsHere