Job Summary

We are seeking a professional, customer-focused, and enthusiastic Customer Relations Associate to deliver exceptional customer service while supporting the Company's commitment to customer satisfaction. The successful candidate will respond to customer enquiries, process orders and requests, resolve customer concerns, and build positive relationships that enhance the overall customer experience. This role requires excellent communication skills, attention to detail, and the ability to work effectively within a fast-paced environment.

Key Responsibilities

• Respond to customer enquiries via telephone, email, social media, and in-person interactions.
• Provide accurate information regarding products, services, pricing, promotions, and company policies.
• Process customer orders, quotations, returns, exchanges, complaints, and service requests efficiently.
• Investigate and resolve customer concerns promptly, escalating complex issues to the Customer Relations Coordinator or relevant department when necessary.
• Maintain accurate records of customer interactions, transactions, and follow-up activities.
• Conduct customer follow-ups to ensure issues have been resolved and service expectations have been met.
• Assist with customer satisfaction surveys and feedback collection initiatives.
• Support customer retention, loyalty programmes, and relationship-building activities.
• Liaise with Sales, Warehouse, Accounts, and other departments to resolve customer issues efficiently.
• Monitor recurring customer concerns and recommend service improvements.
• Ensure compliance with Company policies, procedures, and customer service standards.
• Maintain a professional, courteous, and customer-focused attitude at all times.
• Perform any other duties reasonably assigned by Management.

Minimum Qualifications & Experience

• Minimum of Five (5) CSEC/CXC O'Level passes, including English Language and Mathematics.
• Certificate or Diploma in Customer Service, Business Administration, Marketing, or a related field would be an asset.
• Minimum one (1) to two (2) years' experience in customer service, customer relations, retail, or another customer-facing role.
• Experience using Microsoft Office applications and customer databases or CRM systems would be an asset.
• An equivalent combination of qualifications and relevant experience will be considered.

Knowledge, Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer service and relationship management abilities.
• Professional telephone etiquette and interpersonal skills.
• Ability to resolve customer concerns calmly and professionally.
• Strong problem-solving and conflict-resolution skills.
• High level of accuracy and attention to detail.
• Good organizational, administrative, and record-keeping skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to multitask and prioritize work effectively.
• Ability to work independently and collaboratively within a team.
• Positive attitude with a commitment to delivering exceptional customer experiences.

Working Conditions

• Office and customer service environment with regular interaction with customers, suppliers, and internal departments.
• Regular use of computers, telephones, and office equipment.
• May be required to work weekends, public holidays, or additional hours based on operational requirements.
• Fast-paced environment requiring the ability to manage multiple customer enquiries simultaneously.