Customer Service Representative (Kingston, Jamaica) - Hinduja Global Solutions (HGS)

Location: 12-14 Worthington Terrace, 
                  Kingston 5, Jamaica W.I.

DESCRIPTION
Respond to customers by providing product and service information; resolving product and service problems.

Position Summary                                         

• Should be responsible for delivering outstanding customer service
• Upbeat, outgoing, motivated persons, with the entrepreneurial spirit needed.  
• Ensures customer satisfaction and loyalty by assisting and resolving a wide variety of technical requests, inquiries and complaints.

Roles and Responsibilities

• Handles inbound technical calls effectively and efficiently through the use of proactive customer service and call control techniques and proven technical troubleshooting procedures
• Creates an exceptional experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the call
• Retains existing customer/services through the use of proactive customer service/consulting techniques and enabling customers to perceive value in the service
• Resolves customer questions/concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding value
• Resolves problems on the first call, and with a minimum of transfers by consistently improving personal technical knowledge and understanding
• Manipulate systems and escalate issues to the appropriate personnel for final resolution.
• Participates in ongoing training in keeping with Client’s request and changing business strategies.
• Maintains call performance goals (i.e. AHT, quality and schedule adherence)
• Adheres to HGS’ policies and procedures.
• Maintains a positive attitude and support HGS’ Commitment to Excellence.
• Performs other duties as assigned.

Essential Knowledge, Skills and Training

• Must possess strong interpersonal techniques:  is positive, pleasant, respectful and customer focused
• Must possess a good command of the English language, including excellent enunciation and grammar
• Ability to retain detailed important information and/or instruction
• Ability to solve complex problems in a Customer Service oriented environment
• Competence in the use of Microsoft Office Suite
• Ability to comprehend, capture and interpret basic customer information
• Demonstrated ability to communicate effectively, both written and oral
• Ability to exercise emotional sensitivity to customer needs and challenges
• Professional attitude, enthusiastic and reliable.
• Sound knowledge of telephone etiquette

Qualifications and Experience

• Successful completion of 5 CXC subjects including English and a numeric subject
• College and/or professional training in Technology, an asset
• Proficient with PCs
• Professional attitude, enthusiastic and reliable
• Excellent oral and written communication skills
• Technical aptitude
• Experience working in a performance based customer service entity

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