Telesales Agent

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Date: May 25, 2023

Location: Kingston, JM, WI

Company: Digicel

Primary objective of the job:

  • To maximize sales, revenue and subscriber growth opportunities via outbound calls, through the signing up of new customers and upselling to existing. Number of persons managed/supervised and their positions

Main Duties and Responsibilities:

  • Signup customers:
    • Position the value of Digicel + and LTE to new customers in order for them to apply for service.
    • Upsell existing customers with additional product and services that will enhance their experience on Digicel + and LTE to improve retention.
    • Escalate problems according to the query resolution procedure dictated by the Customer Care Centre
  • Add value to each customers’ experience:
    • Retain or re-establish relationships with customers by rapport building
    • Anticipating future need for assistance and providing for customers’ unspoken need
  • Adjustments:
    • Modify/adjust packages as per customers’ request.
    • Assist the process for installs, reconnections, change of services, trouble calls and special request orders into system.
  • Documentation of customer request:
    • Detailing each customer’s request / application for service ensuring that application process is seamless and in keeping with the Service Level Agreement.
    • Schedule and follow up customer’s order

Academic qualifications and experience required for job:

  • Minimum of eight (8) CXC (Caribbean Examination Council) CSEC subjects inclusive of English Language and a numerical subject (Accounts, Mathematics or Physics), five (5) CAPE Units or an Associate Degree in IT, Computer Science or equivalent qualification
  • Certification in Customer Service or a related discipline is an asset
  • Certification in Sales At least six (6) months extensive sales experience in ICT, Telecoms or BPO

Job Segment: Telecom, Telecommunications, Computer Science, BPO, Technology, Customer Service, Operations