Service Manager

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.

Primary Objective of the Job:

• The Digicel Service Manager will be responsible for taking care of our most valued Government, Strategic and Enterprise customers within the Business Solutions Department. These customers are the highest contributors to the revenue on our P&L and it is essential that effective and excellent relationships are maintained across all levels within the customer’s organizational structure.
• The Service Manager’s core function is to retain all their accounts, to manage all customer issues and support sales team in identifying new areas of revenue growth within their base.

Main Duties and Responsibilities:

• Develop and maintain strong relationships with all stakeholders within their accounts base
• Resolve issues and complaints speedily, while getting support from the necessary support team(s)
• Ensure we are delivering on contractual obligations  Follow up to ensure customer bills are accurate, on time, and aligned to customer expectations  Manage all aged debt, and be accountable for any actions required to address matters that prevents customers from paying their bill
• Collaborate with, and support the sales team in identifying opportunities that will maximize revenue through upselling and cross selling
• Develop and execute joint strategic account plans that provides a clear path to improving relationships, providing the best service, and maximizing the revenue within the customer account
• Provide monthly forecasting and account updates to the Service Manager  Understands customer demands, always be amiable, polite, empathetic, and a trusted advisor

Academic qualifications and experience required for job:

• A degree in Business Management  Studies, Marketing or Related Field
• A minimum of 3 years’ experience in Account management
• A track record that demonstrates your ability to manage complex high value customers

Functional Skills:

• Excellent organizational, communication and time management skills
• Work independently, multi-tasker and can thrive in a fast paced environment  Strong customer focus, including confidence in resolving issues
• Strong commercial acumen and negotiating skills
• Team oriented, with attention to detail
• Strong working knowledge of Microsoft Office applications  Confidentiality and trustworthiness
• The ability to professionally handle challenging situations with customers