About Company
Itel BPO International is a leading global business process outsourcer, proudly rooted in the Caribbean. We specialize in providing world-class customer experience solutions, technical support, and back-office services to a diverse portfolio of international clients across various industries, including telecommunications, travel, finance, and retail. Founded on the principles of innovation, a people-first culture, and operational excellence, Itel BPO has rapidly grown to become one of the fastest-growing BPO companies in the region. We believe in fostering an environment where our employees can thrive, grow professionally, and contribute meaningfully to our collective success. Our state-of-the-art facilities, comprehensive training programs, and commitment to community engagement make us more than just a workplace; we are a family dedicated to making a positive impact, one interaction at a time. Join Itel BPO, where your potential is limitless, and your career journey is supported every step of the way.
Job Description
Are you a natural communicator with a passion for helping people? Itel BPO International is seeking highly motivated and customer-focused Call Center Agents to join our vibrant team in Denham Town, Kingston. In this essential role, you will be the frontline voice of our clients, providing exceptional customer support and resolving inquiries with efficiency and empathy. As a Call Center Agent, you will primarily handle inbound calls, addressing customer questions, concerns, and providing accurate information about products and services. You will be responsible for maintaining a high level of customer satisfaction by delivering personalized and professional service, accurately documenting interactions in our CRM system, and escalating complex issues to specialized teams when necessary. This position offers a dynamic work environment, comprehensive initial and ongoing training, and significant opportunities for career advancement within the rapidly expanding BPO sector. If you possess excellent verbal communication skills, a keen problem-solving mindset, and an unwavering commitment to delivering outstanding customer experiences, we encourage you to apply and become a vital part of our success story. This is an exciting opportunity to build a rewarding career with a company that values its employees and invests in their professional development, offering a clear path to growth in a supportive atmosphere.
Key Responsibilities
- Answer inbound calls promptly and professionally, adhering to established service level agreements and quality standards.
- Actively listen to customers to accurately identify their needs, concerns, and inquiries, demonstrating empathy and understanding.
- Provide clear, concise, and comprehensive information regarding products, services, and policies to ensure customer understanding.
- Troubleshoot and resolve customer issues efficiently, aiming for first-call resolution where possible, using available resources and tools.
- Document all customer interactions accurately and thoroughly in the customer relationship management (CRM) system.
- Identify and escalate complex or unresolved issues to appropriate departments or supervisors for further assistance.
- Maintain a high level of product and service knowledge across various client accounts to effectively assist customers.
- Adhere strictly to all company policies, procedures, and client-specific guidelines and compliance requirements.
- Participate actively in ongoing training and coaching sessions to continuously improve performance and develop new skills.
- Contribute to a positive and collaborative team environment by supporting colleagues and supervisors.
Required Skills
- High School Diploma or equivalent qualification.
- Minimum of 1 year of proven experience in a customer service or call center environment.
- Exceptional verbal communication skills with a clear, professional, and friendly tone in English.
- Strong active listening and comprehension abilities to understand customer needs.
- Proficiency in basic computer navigation, typing, and data entry.
- Ability to multitask effectively (e.g., talk, type, and navigate systems simultaneously) in a fast-paced environment.
- Excellent problem-solving and critical thinking skills to resolve diverse customer issues.
- High level of empathy, patience, and a genuine desire to assist and satisfy customers.
- Reliable and punctual with a strong work ethic and commitment to attendance.
Preferred Qualifications
- Associate's Degree or higher in a relevant field.
- Previous experience with common CRM software (e.g., Salesforce, Zendesk, SAP).
- Familiarity with the Business Process Outsourcing (BPO) industry and advanced customer service best practices.
- Proven ability to de-escalate difficult customer situations gracefully and professionally.
- Experience working in an environment with performance metrics and targets.
Perks & Benefits
- Competitive salary and attractive performance-based incentives.
- Comprehensive health and life insurance benefits package.
- Generous paid time off and holiday pay structure.
- Significant opportunities for professional growth and career advancement within a rapidly expanding global company.
- Access to state-of-the-art work environment and modern facilities.
- Extensive ongoing training and professional development programs.
- Engaging employee recognition programs and exciting team-building activities.
- A supportive, inclusive, and engaging company culture that values diversity.
- Subsidized transportation for qualifying shifts and routes (where applicable).
How to Apply
Ready to take the next step in your career and join a dynamic team? We invite all qualified candidates to submit their application by clicking the link below. Please ensure your resume is up-to-date and highlights your relevant customer service and call center experience. Successful candidates will be contacted for an interview. We look forward to reviewing your application and welcoming you to the Itel BPO family!