- Voice Support Agents (All Parishes)
- Influx
- Kingston and St. Andrew / St. Elizabeth / St. Thomas
- Not disclosed
- Contract
- Updated 29/07/2026
- HRD
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We have an exciting opportunity for you to join our team to be developed into a high-performing voice support customer service agent in preparation for client placement.
Our client portfolio includes industries such as fashion, finance and e-commerce.
All clients are fans of the WOW factor while taking pride in customer service to customers are of top priority.
Benefits:
- Best thing about working from home is the drive to work
- Performance has its benefits within our Quality Performance Incentive
- Work-life balance - No more commuting to work, you get back lost days, a lot of lost days
- Getting to work with multicultural teams
A Learning Design team that designs and tailors learning resources to suit your learning and development needs
Learning tools that are available for your personal and professional growth!
An elite leadership team that provides a strong support system to you while working and assists you when in doubt
What do you bring to the table?
- Minimum 12 months of phone support experience on high-volume clients
- The ability to handle a minimum of 50 calls per day with a handle time of 4 minutes
The ability to type a minimum of 25 words per minute.
- Excellent verbal and written communication skills
- Detail-oriented
- Upbeat personality and fluent in standard English
- Thorough and prompt communication skills
- Ability to work under pressure; resilient and not easily intimidated
- Multi-tasker with quick learning skills (navigate more than one tab at a time)
- Experience with CRMs such as HubSpot or Salesforce
- Ability to de-escalate situations with irate customers
Technical Support/Troubleshooting experience (Experience in L1 technical support, Helpdesk Troubleshooting, IT Support, or technical environment
- Core Channels
- Core Channels: 80% Inbound Voice, 20% Outbound Voice
Day-to-Day Reality: Handling a minimum of 50 inbound calls per day, navigating at least 2 CRM systems simultaneously
Key Performance Indicators (KPIs):
- Average Handle Time (AHT): <=7 minutes
- Customer Satisfaction (CSAT): 95%
- Quality Assurance (QA): 90%
- Schedule Adherence: 95% of scheduled shifts
Internet and Device Requirements:
- Internet speed: Minimum 85–90 Mbps (upload and download)
- System: Windows 10 or more, 32-bit operating system
- Laptop (Bring Your Own Device) — No Chromebook, Linux OS, or Desktop
- 8GB RAM or more
- Processor: Intel Core i5 or up
- Wired noise-canceling headset
- Quiet working environment
Must have a backup location in cases of light and power and or internet outages.
- Ref: CSAentCCC
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