Collections & Retentions Agent - Digicel +

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.

Summary/Objectives

• Responsible for tracking multiple accounts in collecting the company’s debts and ensuring that a highest level of customer retention and satisfaction is maintained.

Main Duties and Responsibilities:

• Manage multiple accounts, ensuring that a high level of customer retention and satisfaction is maintained
• Implement strategies for retaining customers requesting to terminate or downgrade their account
• Handle daily inbound and outbound calls regarding customers wanting to cancel their Home & Entertainment services.
• Ability to negotiate agreement terms, potential upgrades and make appropriate offers regarding account cancellations and /or transfer requests.
• Build positive working relationships with customers for repeat businesses.
• Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
• Consistent demonstration of appropriate work habits, behaviour and a positive attitude towards co-workers and administration
• Being able to assist team members in resolving customer issues in a timely manner whilst applying good customer service
• Handling customer / client escalation issues
• Assist in processing current and future customer payments
• Ensuring payment arrangements are consistent with company guidelines
• Reviewing and monitoring delinquent accounts
• Record all relative information into the collections system regarding collection calls  
• Making account recommendations to management as needed
• Ensuring relevant targets/ goals are met for respective team accounts
• Ensuring Compliance as per respective account is being adhered to

Academic qualifications:

• Minimum of five CXC’s inclusive of English Language and a Numeric Subject
• Minimum 1 year experience in a Customer Service/Retention/Collections

Functional Skills:

• Excellent Customer Service skills; phone etiquette
• Negotiations/Collections experience
• Advanced Computer skills
• Demonstration of composure & patience when dealing with customers
• Communication proficiency
• Ability to multi-task effectively
• Attention to detail and organized
• Work independently