Telesales Agent

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