Customer Service Representative

We're thrilled that you're here to explore the details of your next career step. Before proceeding with your application, we kindly request that you carefully review the requirements for this position. It is essential to ensure that you meet the necessary qualifications and are authorized to work in the country where this position is located. By fulfilling these criteria, you increase your chances of being shortlisted and joining itel at the earliest opportunity.

Itel is committed to diversity and inclusion, from hiring, recruiting, training and development, promotion, remuneration, and a host of other facets. We value each employee as family and prioritize showing our appreciation through the host of benefits we offer - competitive salaries, medical, dental and vision insurance coverage, paid training, meal subsidies, staff transportation and more. Aside from having the required academic and experience-based qualifications, all you need is a valid St. Lucian National ID Card, a personal commercial bank account and a complementary Police Certificate of Character.

Job Purpose: This role will be a liaison between our company and its current and potential worldwide customers with the purpose of retaining and growing specialty customer business. Responsible to research, resolve and respond to customers regarding their pre, during and post car rental experience. Takes ownership for effectively resolving issues, complaints and inquiries from our high profile/valued corporate and other customers etc. Strives to keep customer satisfaction at the core of every decision and behavior to foster customer loyalty.

Essential Duties and Responsibilities:

• · Accurately clarify, research and communicate information to provide options that fulfill customer needs in response to inquiries, requests and requirements related to new and existing car rental reservations. As appropriate cross sell ancillary products & services to obtain and grow revenue.
• · Ensure that all interactions are in accordance with company policies and standards of customer service and professionalism.
• · Accurately clarify, research and communicate information to provide and implement solutions in response to customer inquiries, requests and issues related to past and future car rentals.
• · Accurately input required data into various company systems for tracking and retention of customer records. Ensure that all interactions are in accordance with company policy and standards of customer service and professionalism.
• · Provide highly accurate and prompt assistance, completion and processing of forms and/or reports related to reservation special handling requirements or requests.
• · Coordinate forthcoming reservations and/or investigate customer service issues through telephone and email communication with field operations personnel. Ensure accurate and timely completion of adjustments for customers. Prepare communications to customers using professional standards of vocabulary and grammar.
• · Participate in special projects and/or conduct various other duties as may be required or assigned.

Qualifications:

• High School diploma. 
• Minimum of 2 years current related experience in a customer care environment or inside sales.

Required Knowledge, Skills, Abilities 

• · Excellent verbal and written communication skills
• · Effective listening and telephone skills
• · Strong negotiation, decision making, and problem-solving skills
• · Ability to handle complex customer issues while maintaining a positive attitude.
• · Ability to demonstrate strong initiative to exceed expectations.
• · Attention to detail, and ability to work independently and in teams.
• · Ability to speak read and write English fluently.
• · Regular and punctual attendance is required.

itel is the largest Caribbean-born customer experience provider and we are now an award-winning international company. We take pride in empowering our teams, treating every member like family.

itel is an equal opportunity employer offering competitive pay, as well as a whole host of benefits designed to support employee comfort, and wellbeing. This includes paid training, opportunities for career advancement & development, as well as medical and life insurance, in a fun and inspiring work environment with great on-site amenities.

All you need is a valid St. Lucian National ID Card, a personal commercial bank account, and a complementary Police Certificate of Character, in addition to having the necessary academic qualifications and experience for the position that best suits you.