Mobile Telecommunications Support Associate

Responsibilities:

• • Handle Inbound and outbound customer calls relating to mobile phone products and services
  • Demonstrate empathy patience and active listening to ensure positive customer experience
  • Resolve customer queries effectively including troubleshooting mobile relates issues and providing solutions (technically inclined)
  • Accurately document call details  and actions taken in the ticket notes for each interaction
  • Escalate unresolved or complex issues through the appropriate channels in a timely manner
  • Adhere to program guidelines company policies and compliance requirements at all times

Qualifications :

Qualifications

Our most successful candidates will have :

• Must be at least 18 years or older.
• We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC City & Guilds. I II III; GCE A B C; SSC 4 5; JSCE Pass; NCTVET Level 1 2 3; and CCSLC Competence & Mastery) OR or a U.S. high school diploma or GED. 
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must successfully pass English Language written assessments.
• Consistency in performance and an I can and will win attitude.
• Demonstrated ability to perform at a high level to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability  using sound business judgment and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience empathy caring and sincerity in written words or voice tone depending on channel.
• Ability to effectively organize prioritize multi-task and manage time.
• Multi-tasking skills showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook Word Excel) experience required.
• Must have basic computer skills with the ability to navigate and manipulate a computer system.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour actions and thoughts of others.

• No commitments that will impact your ability to commit to work for the next 18 24 months

Additional Information :

Our employees enjoy:

• Competitive compensation packages inclusive of base pay incentives over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

As your prospective employer we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherlands business.

As your prospective employer we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherlands business.

Remote Work :

No

Employment Type :

Full-time