Customer Care 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.

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.