About Company
Flow (Cable & Wireless Jamaica) is a leading telecommunications provider in the Caribbean, dedicated to connecting communities and empowering individuals and businesses through innovative communication solutions. As part of Liberty Latin America, we are committed to delivering exceptional customer experiences, fostering a dynamic work environment, and making a positive impact in the regions we serve. Our extensive network provides residential and business customers with mobile, broadband internet, landline, and television services, all backed by a relentless pursuit of excellence and a customer-first approach. At Flow, we believe in growth, both for our company and for our employees, offering robust training and development opportunities to help our team members thrive. We champion diversity, inclusion, and a culture where every voice is heard and valued, contributing to a vibrant and supportive workplace.
Job Description
Are you passionate about helping people and eager to kickstart your career in customer service? Flow (Cable & Wireless Jamaica) is seeking enthusiastic and dedicated individuals to join our dynamic team as an Entry-Level Client Care Representative in Temple Hall, St. Andrew. This is an incredible opportunity for aspiring professionals who are driven by a desire to provide outstanding support and build lasting customer relationships. As a Client Care Representative, you will be the first point of contact for our valued customers, addressing inquiries, resolving technical issues, and guiding them through our comprehensive range of cutting-edge telecommunications products and services. We’re looking for individuals who possess excellent communication skills, a natural empathy, and a strong problem-solving aptitude. No prior experience in telecommunications is required – we provide comprehensive, paid training to equip you with all the knowledge and tools you’ll need to succeed and excel in this vital role. You’ll learn about our products, systems, and best practices for delivering world-class customer service. If you are a quick learner, possess a positive attitude, are highly dependable, and are ready to contribute to a dynamic and supportive team environment, we strongly encourage you to apply. This role offers a clear path for career progression within Flow and the wider Liberty Latin America family, making it an ideal stepping stone for your professional journey. Join us and become a vital link in connecting our customers to the world, making a tangible difference in their daily lives!
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat channels, providing timely and accurate information regarding Flow's diverse range of products and services.
- Proactively troubleshoot and efficiently resolve customer issues related to mobile, internet, landline, and television services, escalating complex technical or service problems to specialized teams when necessary.
- Educate customers thoroughly on service features, benefits, and optimal usage, ensuring a clear understanding and maximizing their overall satisfaction and experience with Flow.
- Accurately process service requests, activate new services, modify existing subscriptions, and update customer account information with meticulous precision and unwavering attention to detail.
- Identify opportunities to strategically upsell or cross-sell relevant products and services, enhancing customer value and actively contributing to the achievement of individual and team sales targets.
- Maintain a consistently high level of customer satisfaction by delivering professional, courteous, and empathetic service at all times, demonstrating genuine care for each customer's needs.
- Adhere strictly to all company policies, procedures, and service level agreements (SLAs) to ensure consistent, high-quality service delivery and operational efficiency.
- Actively participate in ongoing training and development programs to stay updated on new product knowledge, system enhancements, and evolving customer service best practices.
- Collaborate effectively and seamlessly with team members and other internal departments to ensure holistic customer support and swift problem resolution.
- Document all customer interactions accurately, comprehensively, and in a timely manner within the customer relationship management (CRM) system.
Required Skills
- High School Diploma or equivalent (CXC/GCE O'Levels including English Language and Mathematics preferred).
- Exceptional verbal and written communication skills with a clear, articulate speaking voice and professional demeanor.
- Strong active listening skills and a demonstrated ability to empathize with customer needs and concerns.
- Basic computer proficiency and the ability to navigate multiple software applications and systems simultaneously.
- Ability to work effectively and maintain composure in a fast-paced, high-volume, and target-driven customer service environment.
- A consistently positive attitude, strong work ethic, and a genuine desire to help others and solve problems.
- Availability and flexibility to work various shifts, including evenings, weekends, and public holidays, as required by business operations and customer demand.
- Demonstrated ability to quickly learn new information, adapt to procedural changes, and embrace continuous improvement.
Preferred Qualifications
- Associate's Degree or higher in a related field such as Business Administration, Communication, or Information Technology.
- Previous experience in any customer-facing role (e.g., retail, hospitality, call center) is a distinct advantage, but not mandatory.
- Familiarity with telecommunications products, services, and basic troubleshooting concepts.
- Proficiency in additional languages relevant to the Caribbean market, such as Spanish or Haitian Creole.
Perks & Benefits
- Competitive salary and attractive performance-based incentives that reward your hard work and dedication.
- Comprehensive health and wellness benefits package, including medical, dental, and vision coverage.
- Generous paid time off, including vacation days, sick leave, and public holiday benefits.
- Extensive paid training program designed to build your expertise and set you up for success from day one.
- Abundant opportunities for career advancement and professional development within a large, global company.
- A dynamic, inclusive, and supportive work environment where teamwork and collaboration are highly valued.
- Exclusive employee discounts on Flow's cutting-edge telecommunications services.
- Access to a mentorship program and ongoing coaching to support your growth and career trajectory.
How to Apply
Ready to launch your career with Flow and make a real impact? We encourage all qualified and enthusiastic candidates to apply by clicking on the application link below. Please ensure your resume is updated and clearly highlights your communication skills, any relevant customer service experience (even if informal), and your passion for helping others. We are excited to review your application and potentially welcome you to the vibrant Flow family!