Retail Care Agent

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre 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.

JOB TITLE:  Retail Care Agent

Key Objectives:

• Provide first level customer care support in Retail Stores. 
• Resolve customer complaints, queries and service requests.
•  Deliver exceptional customer experience and satisfaction.
•  Support customers with account, billing and service inquiries

Main Duties and Responsibilities:

• Accurately process customer service requests and account updates.
• Ensure accurate maintenance and updates of customer accounts.
• Provide professional assistance regarding products, services and billing.
• Take ownership of customer issues through to resolution.
• Resolve complaints and escalate complex issues where necessary.
• Liaise with technical teams to resolve customer concerns.
• Manage repair service requests and customer follow-up.
• Maintain accurate records of customer interactions.
• Support daily retail operations and perform assigned duties.

Academic qualifications and experience required for job: (Minimum)

• Five (5) CXC/GCE subjects including English and Mathematics.
• At least two years experience in a customer service environment. 
• Knowledge of Microsoft Office applications.

Specialized knowledge, skills and training Required: (Minimum)

• Excellent communication skills.
• Customer Service Training.
• Problem-solving and analytical skills. 
• Effective time management skills.

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.