Collections and Retail Agent

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

               Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

Visit www.digicelgroup.com for more.

Digicel Montserrat

Job Purpose

Provide first level customer support and sales in Digicel Retail Stores. Help Sales Department meet sales quotas based on sales targets.  Monitor and manage the accounts receivable process.  Ensure timely collection of payments from customers, resolving payment discrepancies and maintaining accurate records of all transaction.

Main Duties and Responsibilities

• Work with team to develop strategies to improve collections and minimize bad debt.
• Contact customers to enact and negotiate debt recovery.
• Prevent repeated payment delinquency by negotiating manageable debt payment.
• Work the team to help reconcile customer accounts and ensure accurate posting and records of all collection activities.
• Investigate and resolve payment discrepancies or disputes working closely with customers and internal department to reach a resolution.
• Provide regular updates to management on the status of outstanding accounts and any potential risk or issues.
• Generate and analyze collection reports, identifying trends and patterns to improve collection efforts.
• Achieve monthly sales targets by increasing prepaid and postpaid activations on the network.
• Work with existing team to achieve department overall objectives.   
• Provide excellent customer service for queries and the efficient resolution of complaints, problems, and refunds within given guidelines, referring to a further authority only if necessary.
• Ensure all customer facing information (tickets, POS etc.) is accurate and up to date to always maintain compliance with legislation taking personal responsibility for correcting any errors.
• Liaison with the technical team where necessary to ensure that all customer complaints are addressed within stipulated timelines.
• To provide support in other areas of the store as required, to deal with the needs of the customers and the varying demands of business operations.
• Perform any other reasonably assigned duties that may be required.
•  Reduce the aged debt of corporate clients as outlined in monthly targets by actively calling and sending reminders of billing statements and payment options.

Academic qualifications and experience

• 5 CXC Passes inclusive of Mathematics and English or equivalent. 
• Previous sales experience or relevant experience in similar role 
• Proficiency in Microsoft Office  
• Excellent interpersonal skills 
• Excellent Communication Skills (oral and written) 

Key Competencies

• Thorough Knowledge and use of the Billing System, and customer care system 
• Team player
• Time management skills
• Ability to work well under pressure. 
• Telecoms experience 
• Strong organizational and problem-solving skills.
• Highly analytical and results oriented.
• Must maintain proper documentation and pay attention to the details.
• Flexible and resilient and able to handle constant change.
• Sound knowledge of the various products and services offered by the Company.
• Ability to hand confidential and sensitive information with discretion.

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.