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Customer Service Representative

Location: Kingston, Jamaica
Closing Date: Friday 31 December 2021

interCaribbean Airways is hiring for its Kingston, Jamaica office a Customer Service Representative based at our office in New Kingston, Jamaica

Job Summary
interCaribbean Airways is a growing regional airline with operations across the Caribbean operating a fleet of Turboprop and Jet aircraft and seeks to add team members to our operations.

The role will be customer-facing, as well as answers incoming calls from customers who wish to purchase tickets or make changes to existing reservations, and respond to inquiries, manage complaints, or customer service problems.

You will be a member of the primary customer service team advising customers of company terms and conditions and reference to the contract of carriage.  All the while projecting a professional company image through voice and online interactions.

Responsibilities and Duties:

  • Answer incoming calls and respond to customer emails
  • Manage and resolve customer complaints using company policies
  • Sell tickets and make reservations in the company ticketing system
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers
  • Research required information using available resources
  • Document all information according to standard operating procedures
  • Recognize, document, and alert management team of trends in customer calls
  • Follow up customer calls where necessary
  • Complete call logs and reports
  • Other duties as assigned

Qualifications and Skills

  • High school diploma or equivalent
  • Fluent in English and Spanish
  • Proficient in computer applications and ability to learn of airline reservations systems.
  • 1-3 years of experience in an airline or travel  customer service environment a plus
  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Superior listening, verbal, and written communication skills
  • Ability to handle stressful situations appropriately

Location
The role is based in Kingston, Jamaica.  If you are interested in the role, the opportunity to grow, and bring your skills and knowledge to help build the company across the region, we want to hear from you.  Do visit interCaribbean.com to learn more about the company.

Send a cover letter introducing you and your experience, and a resume (CV) to HR@interCaribbean.com.  In the Subject line type “ Jamaica Sales Representative”.  Do not send any other additional attachments at this time.