TeleSales 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.

Title: Tele-Sales Agent

Job Purpose

The Sales  Agent is responsible for executing outbound calling campaigns aimed at acquiring new customers, retaining existing ones, and driving revenue growth across multiple markets. This role is pivotal in delivering high-quality customer interactions, achieving sales targets, and contributing to customer loyalty through proactive engagement.

Key Responsibilities

• Conduct outbound calls to prospective and existing customers across designated markets (South West Indies Market: St.luica, Grenada, Dominica, St. Vincent)
• Promote and sell postpaid and D+ products, including migrations, activations, and win-back offers.
• Execute targeted retention strategies to reduce churn and improve customer satisfaction.
• Identify cross-sell and up-sell opportunities to maximize customer value.
• Follow up on assigned leads within SLA timelines.
• Maintain accurate and timely records of customer interactions in CRM systems.
• Achieve conversion targets by effectively managing lead pipelines and call outcomes.
• Adhere to compliance standards including sales accuracy, data privacy (POPIA/GDPR), and call handling protocols.
• Meet or exceed monthly KPIs including activations, ARPU quality, cross-sell penetration, and QA compliance.
• Participate in performance reviews and provide feedback on campaign effectiveness.
• Collaborate with the Dialer Administrator and engage in coaching sessions and training

Skills & Competencies

• Strong communication and persuasion skills
• Customer-centric mindset with a passion for service excellence
• Ability to work in a fast-paced, target-driven environment
• Familiarity with CRM systems and outbound dialer platforms
• Resilience, adaptability, and a proactive attitude
• Team-oriented with a commitment to continuous improvement

Qualifications & Experience

• High school diploma or equivalent (tertiary education is an asset)
• Minimum 1–2 years’ experience in outbound sales or customer retention
• Experience in telecommunications or subscription-based services preferred
• Proficiency in Microsoft Office and CRM tools

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.