Data Entry/Retention Agent

Primary objectives of the job:

The Data Entry/Retention Agent is responsible for accurately updating customer records, processing service requests, and supporting retention efforts by ensuring timely, error-free data input and proactive customer engagement. This role serves as a critical link between sales, service delivery, and customer care teams to ensure seamless workflow, compliance, and improved customer experience.

Main Duties and Responsibilities: 

Data Entry & Systems Management

• Accurately input, update, and maintain customer information across CRM, billing, and service-order platforms.
• Validate customer documentation, contracts, and service requests for completeness and accuracy.
• Conduct quality checks to ensure data integrity and compliance with company policies.
• Process account modifications, service upgrades/downgrades, disconnections, and retention requests.
• Assist with updating accurate customer details to GIS to ensure smooth TCRM migration.
• Reply to emails from dealer and other sale channels within prescribed SLA.

Retention & Customer Experience

• Handle outbound and inbound retention calls to proactively address customer concerns and prevent churn.
• Execute Churn initiatives by engaging customers with bill payment call outs and other promotions.
• Assist with debt recovery
• Identify cancellation triggers and provide tailored solutions or offers to retain customers.
• Log and escalate feedback, trends, and recurring customer issues to the relevant teams.

Operational Support

• Collaborate with Sales, Technical Operations, and Customer Care teams to ensure timely resolution of customer requests.
• Track and monitor pending cases, ensuring SLAs and turnaround times are met.
• Support ad hoc reporting, including churn analysis, save-rates, and trend tracking.

Compliance & Quality Assurance

• Adhere to data privacy requirements, internal audit standards, and conflict-of-interest controls.
• Ensure that account transactions follow established authorization protocols.
• Maintain accurate, organized digital records to support quality assurance and audit activities.

• Any other related duties that may be assigned from time to time

Academic qualifications and experience required for job:

• Minimum of 5 CXCs including Math and English
• Proficiency in Microsoft Office (Excel, Word) and CRM systems.
• At least 1 years’ experience operating in a similar capacity.
• Familiarity with telecommunications products, billing processes, and customer lifecycle management is an advantage.

Functional Skills:

• Strong verbal and written communication skills, with the ability to liaise effectively between internal departments and service delivery (Sales, Provisioning, Field Operations, GIS, Billing) and external stakeholders to ensure timely order fulfillment.

• Advanced analytical skills, with the ability to interpret order data, identify discrepancies, track progress, and recommend corrective actions.

• Exceptional time management and prioritization skills, with proven ability to manage multiple service orders simultaneously in a dynamic environment.

• Proficient in report generation and documentation, including daily order status reports, exception reports, and performance metrics dashboards.

• Experience with order management systems (OMS), CRM, or other platforms, with strong attention to data accuracy and process compliance.

• Ability to multi-task effectively, ensuring seamless order flow from initiation to completion while maintaining SLAs and quality standards.

Applications can also be emailed directly to HRGuyana@digicelgroup.com