Customer Service Specialist

About the role

itel is looking for a Customer Service Specialist in Vieux Fort. The role provides a great customer experience by keeping customers engaged, responding to their interactions in a timely way and resolving their issues. Conversations are not scripted and must be personalised to each customer's needs, so quick thinking, multitasking, research and fast typing are essential. It is not a sales position, but specialists must meet monthly metrics for quality, productivity and CSAT.

The specialist handles voice calls, chat and email, depending on the nature of the work.

Key responsibilities

• Provide timely and accurate information on incoming and outgoing interactions
• Work closely with mentors, team leaders and management to deliver quality conversations and represent clients effectively
• Give timely feedback to the company about any concerns
• Partner with management to meet and exceed customer service expectations
• Attend regularly on site and follow the Attendance Policy strictly

Required profile

• 5 CXC including English and a numerical subject; alternatively 3 CXC minimum with previous BPO experience
• Experience navigating website pages and finding information quickly
• Prior BPO or Customer Service Associate experience is a plus

Required skills

• Excellent verbal and written communication
• Typing speed of 30 WPM
• Multitasking, adaptability and attention to detail