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Customer Care Agent

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Date: May 14, 2022

Location: Kingston, JM, WI

Company: Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.


Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.


Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.


With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.


Primary objective of the job

  • To respond to customers’ queries and complaints via the (phone, email and webchat) providing clear and accurate information regarding company services, billing and retention.

Main Duties and Responsibilities

  • Resolve/Respond to customers queries:
  • On products and services, billing, general package information etc.
  • Taking ownership of customer service issues to ensure resolution to the company’s standards.
  • Add value to each customers’ experience:
    • Retain or re-establish relationships with customers by building rapport
    • Maximizing of revenue generating opportunities through up-selling to existing customers
  • Documentation of customer queries:
    • Record each customer’s query or concern and the resolution or recommendation provided
  • Adjustments:
    • Activate/adjust accounts for customers on the subject service/credit extensions, reconnections, change of services, enabling/disabling subscriptions, upgrading/downgrading package etc.
    • Assist the process for installation of new service.

Academic qualifications and experience required for job:

  • Minimum 5 CAPE or GCE O’Levels general proficiency passes (Grade I, II, III) or CAPE  (Grade I, II, III, IV, V) including English Language and Mathematics or a quantitative subject

Functional Skills:

  • Excellent oral and written communication skills
  • Excellent interpersonal skills
  • Excellent telephone techniques
  • Time management skills
  • Ability to work well under pressure
  • Telecoms experience
  • Strong problem solving skills

Working Condition:

  • 24/7 shift environment with scheduled tours based on the needs of the Call Center inclusive of Extra Time




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.

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