Customer Care Agent

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Date: Nov 19, 2025

Location: Gros Islet, LC

Company: Digicel

 

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fiber networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region.

Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values—Diversity, Integrity, Growth, and Innovation—our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

 

Visit www.digicelgroup.com for more.


External Job Description

Role title: 

Customer Care Agent 

 

Job Purpose:   

Responsible for delivering exceptional customer service by handling inbound queries, resolving complaints, and providing accurate information on Digicel products and services. The role also involves promoting value-added services, ensuring first-call resolution, and enhancing the overall customer experience through professional and efficient support. Provide World Class Customer Service to each customer through various touchpoints with the use of Job Knowledge, Interpersonal and Soft Skills.

 

Main accountabilities:

  • Accurately, efficiently and effectively resolve customers’ queries on first contact.: Digicel+ and Mobile products and services, billing, fault reports and provide general company information. 
  • Escalate queries to relevant stakeholders, follow up and provide feedback to customers within Service Level Agreement (SLA) 
  • Aid the Corporate Sales team by building strong relationships with customers to ensure satisfaction and retention. 
  • Accurately fill tickets and close them. 
  • Prioritizes work and accomplished tasks with only limited supervision.  
  • Handle fault reports by troubleshooting fault with End User equipment 
  • Ensure resolution of all queries are handled within agreed SLAs. 
  • Remain informed about company products and services to effectively and accurately cater to customer’s needs 
  • Administration skills and thorough application of department and company guidelines, procedures & processes.  
  •  Conduct outbound sales & survey calls to customers for customer feedback and responsible for analyzing and resolving customer queries in a timely and efficient manner 
  • Meet daily KPI’s, objectives and targets as assigned.  
  • Answer all inbound and outbound calls in a professional and courteous manner 
  • Any other related duties that may be assigned from time to time. 

 

Qualifications, knowledge & experience:   

  • 5 CXC Passes inclusive of Math and English or equivalent  
  • Self-motivated and result-oriented approach to work 

 

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.


Job Segment: Network, Telecom, Telecommunications, Customer Service, Technology

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