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Escalation and Support Lead

Montego Bay, St. James
Caribbean HR Solutions is the Caribbean's premier HR Outsourcing company specializing in Executive Search, Recruiting, HRO, and Payroll services.  On BEHALF of OUR CLIENT, Build A Sign, we solicit candidates to apply for the following role:
Escalation and Support Lead
The Service Escalation and Rapid Support Lead is a high performing Customer Service Team Representative with additional job responsibilities that expose them to different parts of the business and develop leadership skills.  This position will serve as a resource to Customer Love Team Associates and help drive special projects that support departmental goals.
What does an Escalation and Support Lead do?
  • Assist in taking calls and answering customer inquiries as needed;
  • Handle Call Escalations from CSRs as well and report and record escalation data;
  • Serve as a resource for CSRs by answering product and customer-related questions, sharing knowledge/experience, and providing feedback via email and Google Hangouts;
  • Support Customer Care Team Supervisor in coaching and developing CSRs in call handling, desktop organization and follow up, and customer experience;
  • Navigate and support all company websites;
  • Maintain a detailed understanding of the queues;
  • Monitor calls and coach CSRs on improving interactions for positive customer experience and optimizing call time through process improvement;
  • Manage customer service team-specific special projects (i.e. training, development, division-specific work) as assigned, to improve the department and gain exposure to different parts of the business without compromising primary responsibilities;
  • Assisting in managing call queue;
  • Perform additional duties as requested by the Customer Service Team Supervisor/Operations Team.
The Escalation and Support Lead should demonstrate the following:
  • Customer service-orientation– be warm, personable, courteous, and solution-focused;
  • Excellent attendance– we need you here to provide an outstanding experience for our customers and ensure availability to CSRs to serve as a resource;
  • Organization and strong attention to detail;
  • Strong problem-solving skills;
  • Ability to thrive in fast-paced environment and multi-task;
  • Internet and computer savvy;
  • Ability to work independently as well as in a team environment;
  • Hustle and urgency without sacrificing customer service – your goal is to deliver one contact resolution to customers;
  • Excellent written and verbal communication skills with CSRs, leadership, and other departments;
  • Strong interest in leadership and project management;
  • Superior time management skills.
What does the Escalation and Support need?
  • Secondary Level Education with a minimum of 5 subjects including Mathematics and English. Information Technology is a plus;
  • 2 years of customer service experience, preferably in a call center;
  • Basic internet trouble shooting skills;
  • Must be Internet and computer savvy;
  • Able to work any shift which spans 7 days per week between 7am to 12 Midnight;
  • Excellent interpersonal skills;
  • Proficient in Google and Microsoft products;
  • Demonstrate good problem-solving skills;
  • Strong communication and leadership skills (you lead by example);
  • Ability to handle escalated customers and finding creative ways to resolve complaints;
  • Ability to provide coach and develop CSRs towards meeting and exceeding KPI’s;
  • Excellent organization and time management skills.
 Though we appreciate all candidates, only those shortlisted candidates will be contacted.
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