IBEX Global

Customer Service Agent

Location JM-Greater Portmore, St. Catherine
ID 2021-2543
Job Family
Employment Status



CSAs respond to inbound customer inquiries, use a wide variety of cloud-based tools to navigate customer accounts, research and review policies, and clearly communicate effective and helpful solutions.



  • Manage incoming calls from customers.
  • Assess customer’s needs and guide the customer accordingly.
  • Maintains acceptable call lengths while remaining friendly, informative, and helpful.
  • Maintains productivity and quality standards.
  • Demonstrates an appropriate sense of urgency for customer responses.
  • Escalates customer issues appropriately and correctly.
  • Demonstrates timely accurate and professional customer service.
  • Maintains a positive and professional demeanor and portrays the company in a positive light.
  • Demonstrates knowledge and use of departmental resources, policies, and procedures.
  • All other duties as assigned.


Customer Focus

  • Demonstrates a strong customer Orientation.
  • Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept.

Customer Interaction Skills

  • Friendly and upbeat style.
  • Displays helpfulness.
  • Ability to empathize with customers.
  • Ability to set expectations and deliver information in a positive and articulate way.
  • Ability to handle irate customers effectively.

Preferred Qualifications:

  • 3 CXC/GCE O’ level passes including English Language or Equivalent.
  • Prior Customer Service Experience is a plus but not required.
  • Good Typing Skills – Minimum 25 wpm with minimum 80% accuracy.
  • Proficient in internet navigation and MS Office.


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