Front Office Agent - St. James

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 apps spanning sports, news, local radio and podcasts, TV streaming, enhanced messaging and marketplaces and self-care, Digicel is the only operator in its markets that can deliver that.

Serving 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 its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more

Job Profile: Front Office Agent - St. James

Primary objective of the job: 

• Provide world-class customer service by analyzing and resolving customer queries promptly and efficiently (oral and written).
• Resolve External Customers / Dealer complaints / Internal CC staff, queries, and/or other issues and concerns received at the Customer Care Front Office via walk-in customers, post, or electronic medium.
• Evaluate and make recommendations to increase customer and organization benefits.

Main Duties and Responsibilities:

Problem Resolution

• SIM Replacements
• Bill Payments
• GPRS Provisioning (SIM & handset)
• Broadband Provisioning & Technical Queries (MIFIs & FTTH issues)
• Postpaid Activations, Conversions & Termination
• Handset Technical Queries
• Digicel Play Technical Queries
• CDRs Requests
• General company information

Weekly Activity Report

Academic qualifications and experience required:

• 5 CXC/CSEC/GCE O’levels (Grade I, II, III or A, B, C) or GED (minimum GPA 3.0) including English Language and Mathematics or a quantitative subject
• Certification in Public Speaking, Conflict Resolution, and Negotiation Skills.
• Certification in Microsoft Office Suite
• Minimum 1-year experience as a Call Centre Agent
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills:

• Effective oral and written communication
• Must have the ability to work well under pressure
• Analytical skills
• Good Time Management
• Excellent Interpersonal Skills
• Customer Handling Management
• Advance Handset Training