itel
  • Montego Bay, JAM
  • Full Time

Location, time of shift and call routing dependant, the ideal representative will provide service to client customers on collection and sales activities. The primary activities of the position will include, but not be limited to; working with consumers to collect payments to bring accounts current, provide billing explanations, online bill pay assistance, and setting payment arrangements on customer accounts.

These activities require the consistent delivery of high levels of customer satisfaction and require up-to-date knowledge of company products, services and policies.

KEY RESPONSIBILITIES:

  • Provide professional, courteous, responsive and accurate service to our customers.
  • Creates an exceptional experience for the customer by using proficient customer service techniques, personalizing and focusing on adding value to the interactions.
  • Adhering to internal and Client Defined SOP's
  • Meeting or exceeding Daily and Monthly performance targets while maintaining maximum availability
  • Understand basic business knowledge to ensure accuracy in all customer queries
  • Handling all queries according to company policy
  • Communicating loan information effectively and speaking clearly always
  • Escalating customer or system issues to team leaders to ensure immediate resolution
  • Identifying opportunities for service improvement to the team manager or client
  • Accurately documenting the details of all customer interactions in the client's CRM
  • Ensure quality levels prescribed by clients are consistently met

KEY COMPETENCIES:

  • Demonstrate problem solving skills with efficient negotiating abilities.
  • Able to multitask; applying time management skills.
  • Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-windowed based environment.
  • Must be able to exhibit written and oral communications skills to a standard as set by the company.
  • Efficiency and consistency when working in a fast-paced, conflict resolution environment.
  • Flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.

QUALIFICATIONS AND EXPERIENCE:

  • Must have access to a computer system (desktop or laptop) and a headset to complete training for approximately 1 month
  • Must have reliable internet service
  • 1+ years of customer service experience in a similar performance managed environment. Prior call center experience (preferred)
  • Strong Sales or Collections background- minimum of 6 months


SKILLS NEEDED:

  • Results oriented
  • Ability to think critically
  • Assertiveness
  • Analytical
  • Team Player
  • Detail orientation
  • Innovative & strategic
  • Open to constructive criticism
itel
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