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Looking into customer support outsourcing? You’re in the right place. Your customer service team is responsible for one of the most important roles in your business – the first impression. In fact, those first few moments of a customer’s call can make or break the entire relationship. That’s why you need the right people for the job, whether you hire onshore or you outsource your customer service.

Jamaicans naturally excel at customer service. Not a surprise, really, considering their cultural heritage of hospitality, kindness, and respect makes them empathetic and courteous workers. Likewise, their fluent English skills make them a great fit for any English-speaking business.

As a result of this combination of traits, the customer service industry is booming in Jamaica, with over 100,000 people currently employed in customer service roles in business process outsourcing (BPO).

For you, this means there’s an abundance of well trained and experienced customer service candidates ready to join your business. You can take your pick of the bunch.

Want a customer service representative – or team of representatives – in Jamaica?

The candidate pool of customer service representatives (CSRs) has been exposed to a wide variety of businesses including:

  • Telecommunications

  • Financial Services (Banking, Insurance, Investments)

  • Healthcare

  • E-commerce and Online Retail

  • Retail

  • Travel & Hospitality

  • Food Industry

  • Education

  • Professional Services

No matter which industry you’re in, there are plenty of candidates with relevant experience, who can hit the ground running.

With training in your business-specific processes, a customer service representative can resolve most, if not all, of your customer’s needs in one call. And that makes for happy customers. What’s more, customer service channels also involve chat and email nowadays, and there are CSRs who are specifically trained to handle those types of interactions.

No matter what customer service solutions your business needs, there are CSRs in Jamaica who have the right skills.

 

Customer service qualifications and experience

CSRs don’t tend to come from a particular school or course; their education backgrounds vary from short courses to university degrees. In fact, customer service roles are the first job for about 340,000 tertiary graduates each year (and many find they love it so much that they make their careers in the customer service industry).

In the local market, customer service roles are broadly categorized by years of working experience:

Junior: less than 2 years of customer service experience.
Intermediate: 2-4 years of relevant customer service experience.
Senior: 4+ years of customer service experience.

 

Customer service tools

The most valuable tool in CSR roles is the customer relationship management software, or CRM. Candidates are likely to have experience in using several of the common CRMs. Even if your preferred candidate hasn’t used your specific CRM system, their skills are transferable and they’re fast learners.

When they start in a new role, CSRs expect brief tool and product training to get up to speed on your business processes. This may take 1 to 4 weeks, depending on the number of tools, complexity of the product/service and range of customer transactions involved.