Service Delivery Agent - Digicel +

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Date: Sep 19, 2023

Location: Kingston, JM, WI

Company: Digicel

About 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 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 for more.


Job Profile: Service Delivery Agent


Primary Objective:


  • To process all service requests using information from various sources, ensuring accuracy and completion.
  • Accurately process service applications for all DIGICEL H&E customers and make any updates/changes, discounts, costs, to customer records when required on the related systems, e.g. TCRM.
  • Provide support to internal support teams as it relates to customer queries and service requests within given guidelines



Main Duties and Responsible:



  • Ensure accurate and timely provisioning, maintenance and updates of all customer accounts
  • Action outstanding service requests for all DIGICEL customers that are submitted on POS/Remote Authorization via the Channel Partners
  • Contact customers to discuss/clarify request for services and manage email and fax requests by processing.
  • Answer and provide support to the Toll Free/Symposium telephone line for dealers and Dispatch Team as per agreed SLA
  • Liaise with Sales Representatives and Account Managers, to validate, assess and analyze service requests and where necessary make amendments to service requests.
  • Acknowledge receipt of orders by way of return call or email to customer/Account Manager.
  • Perform any other job related duties that may be required




 Academic qualifications and experience required:


  • Five (5) CXC or GCE Subjects (inclusive of English and Mathematics or an equivalent numeric qualification).
  • At least six (6) months working experience in a customer service environment.
  • Knowledge of Microsoft applications; Word, PowerPoint, Office Outlook, and Excel



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