• Guest Support Specialist - Portmore
• IBEX Global
• St. Catherine
• Not disclosed
• Not disclosed
• Updated 05/08/2026
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• Guest Support Specialists are compassionate problem solvers with a love of beauty and a passion for
• helping and educating. They provide exceptional support via phone interactions using multiple tools

and resources.

• Overview

Are you passionate about Skincare, Haircare, Nailcare or Make up?

This is an exciting opportunity to pioneer as Guest Services Specialist for our Beauty Services and Retail Client.

• Guest Support Specialists are compassionate problem solvers with a love of beauty and a passion for
• helping and educating. They provide exceptional support via phone interactions using multiple tools
• and resources. This vital position requires a detail-oriented advocate who will assist customers in
• expediting orders and correcting post-sale issues. Specialists communicate with customers primarily via
• phone, utilizing a variety of software tools to navigate customer accounts, research and review policies,

and communicate effective solutions.

• Responsibilities
• Take initiative & ownership of all Customer issues and concerns in an interactive and friendly

manner.

• An obligation to deliver exceptional customer service.
• Proactively look for solutions to customer inquiries and ability to resolve issues.
• Receive inbound calls, gather and verify required information.
• Actively listen to the customer and show empathy and patience.
• Provide information to the customer and place appropriate notes in the system indicating exactly

what action was taken or needs to be taken.

• Ensure policies and procedures are followed on all calls.
• Maintain thorough knowledge of systems so that information can be researched and proper

information is given to the customer.

• Learn and retain a thorough working knowledge of all existing and new processes and procedures.
• Achieve assigned Key Performance Indicators – e.g., Handle Time, Quality & CSAT.
• Attend team meetings/additional training sessions as scheduled.
• Performs other duties as assigned.
• Required Skills

A successful CSR will possess the following competencies:

• Language and Communication Skills
• Strong verbal and written communication skills.
• Agent Profile –Customer Service Agent – UB
• Ability to speak and write accurately, using proper grammar, spelling, and good enunciation.
• Ability to communicate inclusively and work with a variety of people from diverse backgrounds.
• Ability to be personable, conversational, and to de-escalate when necessary.
• Ability to listen attentively and to use information provided by guests to personalize responses

and actions to meet their specific needs.

• Demonstrate sincere empathy, compassion, and a genuine respect for people, their concerns,

feelings, and well-being.

• Customer Interaction Skills
• An upbeat personality, patience, and a positive attitude.
• Ability to establish rapport quickly.
• Displays helpfulness and willingness to educate.
• Match the callers’ pace and tone with the ability to be clear, concise, and sound confident.
• Ability to set expectations and deliver information positively and articulately.
• Ability to organize and follow up multiple tasks/details with accuracy and timeliness.
• Ability to de-escalate irate customers effectively.
• Computer Proficiency/Technical Skills
• Ability to operate a phone system.
• Proven proficiency with data entry, computer applications, Windows environment, and accessing

the internet and e-mail.

• Be proficient in multi-tasking on the computer, phone, and concurrent chats to support customer

requests.

• Ability to type 35 wpm with minimal errors.
• Familiarity with CRM ticketing systems is desired.
• Problem-Solving Skills
• Solution-focused and able to work in the grey for positive outcomes.
• Probes, investigates, and takes appropriate action to meet customers’ needs.
• Solves routine problems effectively, using available resources to gather all necessary information.
• Ability to perform basic mathematical functions.
• Demonstrates attention to detail.
• Interpersonal Skills
• Ability to professionally interact with employees at all levels of the organization.
• Treats others with courtesy and respect
• Minimum Job Requirements
• High School Diploma or Minimum 3 CXC passes or equivalent qualification is preferred, or a

combination of experience and related skills, and the ability to pass internal assessments.

• At least six (6) months of customer service experience is required.
• Up to 3 years’ customer service experience is preferred.
• Strong knowledge/Love of beauty (Makeup, Haircare, Skincare, Fragrance) desired.
• Ref: Guest Support Specialist - Portmore
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