Service Delivery Agent

Service Delivery Agent

Digicel is seeking a Service Delivery Agent who will be responsible for providing end-to-end operational support throughout the customer lifecycle. The incumbent will ensure the accurate and timely processing of customer orders, reservations, activations, refunds, service requests, and account modifications while delivering exceptional customer experience. He / She is responsible for maintaining accurate documentation across multiple systems, meeting established SLAs, proactively communicating with customers, and ensuring compliance with company policies, procedures, and regulatory requirements.

About this Role

Working closely with cross-functional teams, the Service Delivery Agent serves as a key point of coordination between customers and internal teams, proactively communicating updates, resolving issues, and ensuring customer requests are fulfilled efficiently. The role requires maintaining accurate customer records and documentation across multiple systems, ensuring data integrity and compliance with company policies, procedures, and regulatory requirements.

Role Scope

Order Management

• Create and reserve customer orders in accordance with SOPs.
• Verify that all orders are accurately documented prior to completion.
• Update Service Desk tickets with account numbers and relevant customer information. Record detailed and accurate notes in TCRM, SWF, and other applicable systems.
•  Monitor pending orders and reservations to ensure timely completion.
• Meet or exceed established daily order creation and reservation targets.

Customer Activations

• Complete customer activation within established SLAS.
• Verify successful posting Of Customer payments prior to activation. Apply OCC charges, approved discounts, billing methods, billing cycles, and address updates where applicable.
• Update Service Desk tickets with complete activation details.
• Resolve activation issues promptly While maintaining service quality standards.

 Refund Administration

• Process Customer refund requests in accordance with the company’s policies and guidelines.
• Verify customer payments prior to submitting refund requests.
• Submit approved refunds to Paymaster for processing.
•  Maintain and update the Refund Tracker with complete and accurate customer information.
• Communicate refund Status updates and expected timelines to customers.
•  Prepare and submit weekly payment files to Finance.
• Maintain accurate refund records and support audit documentation.

Service Desk Management

• Manage Service Desk tickets from receipt through resolution and closure.
• Ensure all tickets are actioned and updated within required service levels.
• Provide customers with updates regarding applications, orders, refunds, and service requests.
• Escalate unresolved issues through the appropriate channels.

Qualifications & Experience

• Minimum of five (5) CXC subjects, including English Language and Mathematics.
• Previous experience in Customer Service, Sales Administration, Telecommunications,
• Service Delivery, Order Management, or a related field is preferred.
• High attention to detail and process discipline
• Experience using CRM, ticketing, and workflow management systems.
•  Proficiency in Microsoft Office Suite or equivalent applications.
• Data literacy and strong administrative capabilities.
•  Knowledge Of telecommunications products and services would be an asset

Interested applicants are encouraged to apply on or before Sunday, October 25, 2026 #LI-DNI