Customer Service Representative

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.

Itel is committed to diversity and inclusion, from hiring, recruiting, training and development, promotion, remuneration, and a host of other facets. We value each employee as family and prioritize showing our appreciation through the host of benefits we offer - competitive salaries, medical, dental and vision insurance coverage, paid training, meal subsidies, staff transportation and more. Aside from having the required academic and experience-based qualifications, all you need is a valid St. Lucian National ID Card, a personal commercial bank account and a complementary Police Certificate of Character.

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 Specialist is responsible for having dynamic conversations that assist the consumer in their shopping process and result in the consumer wishing to do business with our customers. Conversations are not scripted. Specialists are required to think quickly to provide a personalized experience for each consumer based on their wants and needs. Therefore, the ability to multi-task, research, improvise, and type quickly is a must. This is not a sales position; however, each Specialist is responsible for meeting monthly metrics to include quality, productivity and CSAT.

As part of this role, it's important that you're versatile. Specifically, you must be comfortable and capable of handling communications via voice calls, chat and email as the nature of our work often requires flexibility across all three.

ESSENTIAL FUNCTIONS:

Reasonable accommodation may be made to enable individuals with disabilities to perform the 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 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:

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 St. Lucian National ID Card, a personal commercial bank account, and a complementary Police Certificate of Character, in addition to having the necessary academic qualifications and experience for the position that best suits you.