Customer Service Officer – Kingston


Job Purpose

Under the supervision of the Operations Manager, Virtual Mart is seeking the services of a Customer Service Officer. The Customer Service Officer is expected to assist with customer related product and service matters and is responsible for all services and functions as outlined below:

Key Responsibilities

• Keep records of customer interactions, process customer accounts and archive information

• Solve product or service issues by explaining the customer’s complaintestablishing the reason for the problem; presenting the best solution to solve the problem and following up to ensure resolution.

• Manage complaints, offer suitable solutions and options promptly and follow up to confirm resolution

• Prepare product or service reports by collecting and analyzing customer information

• Manage large amounts of incoming calls

• Manage social media pages

• Identify and assess customers’ needs to achieve satisfaction

• Build sustainable relationships of trust through open and interactive communication

• Meet personal/team sales targets and call handling quotas

• Follow communication procedures, guidelines and policies

• Go the extra mile to engage customers

• Resolve customer complaints via phone, email, or social media

• Reach out to customers for verification of account information

• Greet customers warmly and ascertain problem or reason for calling

• Assist with placement of orders, refunds, or exchanges

• Take payment information and other pertinent information such as addresses and phone numbers

• Place or cancel orders

• Answer questions about warranties or terms of sale

• Suggest substitutions for unavailable brands

• Handle product recalls

• Attempt to persuade customer to reconsider cancellation

• Inform customer of deals and promotions

• Utilize computer technology to handle high call volumes

• Work with other members of staff to ensure proper customer service is being delivered

• Compile reports on overall customer satisfaction

• Read from scripts

• Handle changes in policies or renewals Other Functions:

• Performs other functions assigned from time to time by the Operations Manager or other senior members of the team.

Minimum Required Qualification and Experience

• Certification in Customer Service from a recognized Training Agency

• A minimum of 3 years Customer Service experience (preferably in a call centre)

• Strong phone contact handling skills and active listening

• Familiar with Customer Service systems and practices

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and presentation skills

• Ability to multi-task, prioritize and manage time effectively

• High school diploma or equivalent; college degree preferred

• Must possess a valid Driver’s License

• Must own and operate a reliable motor car

• Must reside in Kingston, St. Andrew or St. Catherine

Please note that only persons who have been shortlisted by the Evaluation Committee will be contacted either by phone or email.

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