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Flow

Regional Customer Care Representative

Job ID: 2021-39011 Jamaica; Jamaica; Jamaica; Jamaica Category: Customer-Service
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Company Values

Our success depends on our people. What connects us, unites us and makes us ‘us’ is the passion and pride we have for creating moments that matter for our customers. So, wherever you choose to start your career at Liberty Latin America, we’re all guided by a shared vision, philosophy and principles that enable us to bring our culture to life. We do it the best and we do it with spirit.

  • Risk taking We’re empowered to take risks for our customers and each other. Making mistakes is OK.
  • Respectful We treat others like we want to be treated. It is nice to be important, but it is more important to be nice.
  • Honest We’re honest with others but, more importantly, we are honest with ourselves.
  • Hardworking We work hard for our customers, colleagues and investors.
  • Disciplined We’re consistent and we measure our performance. Commitments matter to us.

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Quote

What I love about our culture is the opportunities we create for our employees to grow their careers with us and the passion we have for growth. I love seeing people stretch and challenge themselves, working outside of their comfort zone and flourishing as a result. Doing great things for their self development, their families, our business and our customers.

Kerry Scott, Chief People Officer

Job Description

What’s The Role

 

Management of a customer service function and the operations of contact/call center(s). Includes remote/virtual customer service via phone, email, online chat, text, technical or specialized virtual support, and pre and post-sales product support (Call Center, Customer experience for both B2B & B2C, B2B Service Desk to customers). Responsible for supporting the Company by operating switchboards and connecting callers to the appropriateperson or department, connect Jamaica Emergency callers to the relevant team and provide Directory Assistance for the CWC (Caribbean).

Technical Support - Provides telephony Customer Service, Technical Support and Sales. Resolves and responds to customers’ queries; provision and cease Internet and Television services and provides information and support for any service introduced by the Company.

What You´ll Do

  • Resolves customers’ queries for related products and services, and provides information to technicians to assist in the resolution of customers’ concerns.
  • Provides first level technical support for customers’ CPE and tier 1 troubleshooting for broadband (products and features) and Television. 
  • Create trouble ticket to dispatch a field technician to resolve customers complain. 
  • Ensures and provides the highest standard of interaction to both internal and external customers.
  • Accesses the company’s applications or systems to obtain and extract information to fulfil customers’ queries.
  • Educate customers on active product features, service offerings, billing, charges, and product value.
  • Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
  • Keep records of customer interactions, process customer accounts and update CRM (Customer Relationship Management)
  • Accurately updates the customer databases with relevant information.
  • Investigate customer complaints, provide appropriate solutions or/and alternatives; raising queries and making necessary adjustments within limit established for the first line Customer Care Agent. 
  • Ensures and provides the highest standard of interaction to both internal and external customers. 
  • Managing large amounts of incoming calls and generating sales leads. 
  • Identifying and assessing customers’ needs to achieve satisfaction.
  • Operate PBX (Private Branch Exchange) switchboard and routes incoming calls to appropriate departments or colleague.
  • Provide basic information on the Company’s product and services.
  • Assist with call completion process, emergency, and general information.
  • Connect Emergency calls to the relevant agencies (Hospital, Fire or Police)  and record details of callers’ reports. 
  • Provide customers with area codes, telephone numbers and other directory information.
  • Handle all directory assistance queries. 
  • Ensures and provides the highest standard of interaction to both internal and external customers.
  • Follow communication procedures, guidelines and policies. 
  • Take the extra mile to engage customers.

Knowledge & Experience

  • A minimum of four (4) subjects inclusive of English Language, Mathematics and a science/numeric subject at the CXC General Proficiency level or equivalent standard. 
  • Diploma in Information Systems or equivalent certification. 

Skills & Abilities

  • In-depth knowledge of computer operating systems and CPE (Customer Premises Equipment)
  • Ability to handle stressful situations and work on a shift basis inclusive of weekends, public holidays and anti-social hours
  • Effective oral communications, interpersonal and time-management skills.
  • Excellence trouble shooting skills.
  • An in depth understanding of the software and equipment used by customers/employees.
  • Knowledge of customer service standards and procedures. A
  • Ability to interact and communicate with people over the telephone, often in stressful situations.
  • Able to work on a shift basis inclusive of weekends, public holidays and anti-social hours.
  • Basic data entry and/or word processing skills. 
  • Knowledge of policies and procedures for the imparting of directory information over the telephone.
  • Clerical and basic office skills

 

Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why join us
Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

 

Applying here

We want to make your application process as simple and streamlined as possible.
Here’s what you can expect when you apply:

  • 1. Your initial application

    Once you’ve found a job that’s right for you, follow the instructions on screen and submit the information required.

  • 2. Our first review

    One of our Talent Acquisition Consultants will review your application and reach out to you if we think you’re a good fit.

  • 3. Your interview

    We’ll arrange a time for us to meet virtually or in person. Depending on the role and market, there may be more than one interview.

  • 4. Job offer

    If you’re successful in the interview process, we’ll get in touch with you to make a job offer.

  • 5. Onboarding

    If you accept our offer, we’ll arrange a date for you to join the team, with an onboarding session taking place in your first few weeks at the company.

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