The Enterprise by IR

Island Routes - Contact Centre Agents (Full-Time & Part-Time)

Sales and Customer Service - Montego Bay, Jamaica - Full Time


Contact Centre Agent

Primary Duties:

  • Ability to handle and process large volumes of data via spreadsheets within a specified timeframe.
  • Keen attention to detail with the ability to identify and correct errors or omissions while performing multiple tasks simultaneously.
  • Ability to perform tedious, repetitive, and lackluster tasks within a sedentary role without losing drive, passion, or enthusiasm.
  • Exceptional verbal and written communication skills with the ability to interact at the highest levels with peers, supervisors, senior executives, vendors, partners, and other internal and external customers.
  • Solution-oriented with the ability to troubleshoot and handle customer complaints effectively by giving “world-class customer service” with the intent of client retention and maintaining key partnerships and relationships.
  • Critical thinker with proven ability in dealing with difficult situations and attaining first call/ contact resolution thereby increasing customer satisfaction.
  • Track record perusing prospective sales leads and securing sales on behalf of the business unit. 
  • Develop and maintain an understanding of the day-to-day operations of various internal departments and their procedures and policies in order to suggest possible outcomes and make proper recommendations to customers.
  • Be able to support, maintain and (or) improve standards of record-keeping related to interactions with customers.
  • Assist and support the process of updating and correcting information, related to marketing material, website info, promotions, events, etc. by up lining any relevant changes or improvements to the attention of the business unit manager.
  • Consistently maintain good attendance and punctuality record.
  • Meet and exceed Quality Assurance(Q.A.) standards as it relates to service level expectations.
  • Meet and exceed KPIs and other service standard expectations of the company.
  • Be willing to participate in workshops, training activities, and other company-related events as deemed necessary.
  • Any other duties as assigned.
Qualifications:
  • A Minimum of a Diploma or O’ level subjects, including English Language or Heart Vocational Training Level II certificate in Hospitality, Customer Service, or Call Centre.
  • 2 to 4 years of experience in a similar position or the Tourism Industry.
  • Computer literate with computer applications and software, i.e., Microsoft Applications (Excel, Word, Outlook). 
Knowledge, Skills, and Aptitude Required:
  • Must possess excellent oral and written communication skills.
  • Must be detail-oriented.
  • Have excellent interpersonal skills - Excellent critical thinking skills, problem-solving and interpersonal skills, and solutions-oriented.
  • Ability to type at least 50 WPM.
  • Have the ability to work in a fast-paced, multi-cultural environment and therefore promote harmonious relationships (inter & intra departmentally).
  • Must be professional, positive, open-minded, and energetic.
  • Be able to work on own initiative and solution solution-oriented.
  • Ability to be flexible with work schedule.
  • Ability to multitask and manage time.
  • Must be able to shape new ideas for business growth.
  • Must be confidential.


Please Note: Only Shortlisted Candidates Will Be Contacted. Thank you for your application.
 

Apply: Island Routes - Contact Centre Agents (Full-Time & Part-Time)
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This notice is provided by Island Routes in accordance with the Data Protection Act of Jamaica. It explains how we collect, use, and disclose your personal information when you apply for a job with us.

The Company collects personal information from you during the job application process, which includes:
Your contact details (name, email address, phone number), Employment history, qualifications, educational background, References, Information you provide in your CV, cover letter, or additional application materials, Demographic information (including nationality, visa/work permit status (if applicable), Interests and hobbies and Licenses or certifications.

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To assess your suitability for the job you applied for, To contact you regarding your application, To verify your information and qualifications, and To comply with legal and regulatory requirements related to recruitment

We may share your personal information with the following parties:
Third-party companies seeking candidates for the vacancy, Background check providers (subject to your consent) and Government agencies if required by law.

The Company takes steps to ensure the security of your personal information. Your information in a secure environment and use appropriate technical and organizational measures to protect it from unauthorized access, disclosure, alteration, or destruction.

Under the Data Protection Act, you have certain rights regarding your personal information which can be found at https://www.islandroutes.com/terms-and-conditions.

The Company may update this notice from time to time and will post changes on our website.

If you have any questions about this notice or your privacy rights, contact us at [email protected] and [email protected].

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