Keycafe is hiring a
Customer Support Representative in Jamaica

Summary

The job is for a Customer Service Agent at Keycafe, a key management system provider. The employee will handle customer inquiries from home while being a brand ambassador. They must be located in Jamaica and have a Bachelor's degree, excellent communication skills, problem-solving abilities, previous experience in a multi-channel customer service environment, the ability to adapt to a fast-paced environment, high motivation, excellent customer service skills, and the ability to work on a rotating schedule.

Requirements

• A Bachelor's degree is preferred. Please state your qualifications in English (e.g. CXC grade 1 or 2 or equivalent), Mathematics or Principles of Accounts (grade 1, 2, 3 or equivalent), and any three other subjects at grade 2 or higher
• Excellent verbal and written communication skills
• Effective problem-solving and critical-thinking skills
• Previous experience in a multi-channel customer service environment preferred
• The ability to function in a fast-paced, ever-changing environment
• The ability to adapt and function in a fast-paced, ever-changing environment
• Highly motivated to act independently and to acquire additional knowledge or skill sets that will aid in the role
• The ability to provide excellent customer service while multi-tasking
• The ability to work on a weekly shift rotating work schedule. We operate 7 days per week and 24 hours per day

Responsibilities

• Log in and be online during your entire shift
• Answering all customer inquiries through various channels (telephone, chat, email, and any additional channels as developed) in a courteous and professional manner
• Work with Zendesk and Slack to communicate with customers and teammates
• Provide feedback that will help to identify customer challenges
• Help customers with technical, billing, and onboarding issues
• Participate in cross-functional activities that will ensure the continued viability and performance of the company
• Investigate the customer's issues through a ticket system, and make sure that every customer's concerns are dealt with until the ticket is closed
• Meet and exceed efficiency and quality metrics
• Performing additional responsibilities as required
• Be curious and always ask questions of your teammates so your knowledge is always up to date