About Company
Flow Jamaica, part of Liberty Latin America, is a leading telecommunications provider dedicated to connecting communities and empowering lives across the Caribbean. We offer a comprehensive suite of services including broadband internet, television, mobile, and fixed-line telephone services, constantly innovating to deliver cutting-edge technology and unparalleled customer experiences. At Flow, we believe in a vibrant, inclusive culture where every team member is valued and given the tools to thrive. Join us in shaping the future of connectivity in Jamaica.
Job Description
Are you passionate about helping people and eager to make a tangible difference in their daily lives? Flow Jamaica is seeking a dynamic and empathetic Customer Support Associate to join our vibrant team in Meadowbrook, St. Andrew. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional support and solutions across our diverse range of telecommunications products and services.
As a Customer Support Associate, you will engage with customers primarily over the phone, but also potentially via email and chat, addressing inquiries, resolving technical issues, and assisting with billing questions. Your ability to listen attentively, communicate clearly, and troubleshoot effectively will be key to ensuring a seamless customer experience. We are looking for individuals who can transform challenges into opportunities for customer delight, demonstrating patience, professionalism, and a genuine desire to help.
This role offers a fantastic opportunity to grow within a leading telecommunications company, developing your skills in a fast-paced and supportive environment. You will receive comprehensive training to become an expert on Flow’s offerings, empowering you to provide accurate information and efficient resolutions. If you thrive in a customer-centric culture, possess excellent problem-solving abilities, and are committed to delivering outstanding service, we invite you to apply and become a vital part of the Flow Jamaica family. Your contribution will directly impact our customers’ satisfaction and our company’s reputation for excellence.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat, providing accurate information and solutions.
- Diagnose and troubleshoot technical issues related to internet, TV, mobile, and fixed-line services, guiding customers through resolution steps.
- Process billing inquiries, account changes, service activations, and deactivations with precision and efficiency.
- Educate customers on Flow's products, services, and promotions, identifying opportunities to enhance their experience.
- Document all customer interactions and resolutions accurately in the CRM system.
- Adhere to company policies, procedures, and service level agreements (SLAs) to maintain high standards of service.
- Collaborate with other departments to escalate and resolve complex customer issues, ensuring follow-up until successful resolution.
Required Skills
- Minimum of 6 months experience in a customer service or call center environment.
- Exceptional verbal and written communication skills in English.
- Strong active listening and empathy skills.
- Proficiency in basic computer applications and ability to learn new software quickly.
- Excellent problem-solving and critical thinking abilities.
- Ability to work effectively in a fast-paced, high-volume environment.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's degree or higher in a relevant field.
- Experience in the telecommunications industry.
- Familiarity with CRM software and ticketing systems.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Opportunities for career advancement and professional development.
- Employee discounts on Flow products and services.
- Vibrant and supportive work environment.
How to Apply
Ready to connect with a rewarding career? Click on the application link below to submit your resume and cover letter. We look forward to reviewing your application and exploring how your skills and passion for customer service can contribute to Flow Jamaica’s success.