Order Management Agent

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Job Title: Order Care Management Agent
Department: Consumer Sales & Operations
Reports To: Sales & Operations Supervisor
Business Units Supported: Mobile (Postpaid) and Fibre
Location: As Assigned

JOB PURPOSE

The Order Care Management Agent is responsible for the accurate and timely processing, coordination and tracking of customer orders across Mobile and Fibre services.

The role ensures that customer applications are properly validated, orders are processed efficiently, and service activations and installations are completed within established service level agreements (SLAs).

The position serves as a key operational link between Sales, Technical Operations, Dispatch, Billing and Customer Care, ensuring the smooth transition of customers from sales acquisition to successful service activation.

The Order Care Management Agent is also responsible for resolving order-related exceptions, maintaining accurate customer records and supporting an efficient, customer-focused order fulfilment process.

KEY RESPONSIBILITIES

1. Order Processing & Management

• Receive, review and process Mobile and Fibre customer applications and service orders.
• Validate customer information, supporting documentation, service eligibility and order requirements before processing.
• Accurately enter and update customer orders across relevant CRM, order management, billing and provisioning systems.
• Manage customer orders from initial submission through activation, installation and billing readiness.
• Monitor pending, incomplete, rejected and outstanding orders, ensuring timely follow-up and resolution.
• Ensure all customer orders comply with established processing standards, approval requirements and SLAs.
• Maintain accurate records of order status, processing activities and outstanding requirements.

2. Service Activation & Installation Coordination

• Coordinate with Technical Operations, Dispatch and Installation Teams to facilitate timely service activation and installation.
• Monitor installation appointments, activation schedules and service fulfilment progress.
• Follow up on delayed, unsuccessful or incomplete installations and activations to support timely resolution.
• Ensure completed installations and activations are accurately reflected in the relevant systems.
• Escalate service delivery bottlenecks, provisioning failures and unresolved activation issues to the appropriate teams.
• Support the timely conversion of approved customer applications into active, billable services.

3. Case Management & Operational Support

• Monitor and manage assigned service requests, shared mailboxes and operational case queues.
• Process and follow up on cases received through relevant platforms, including TRCM, Engine, HeadEnd and other approved systems.
• Investigate and resolve order-related discrepancies, processing errors and incomplete service requests.
• Maintain accurate case notes, supporting documentation and resolution records.
• Prioritize outstanding cases based on ageing, urgency, customer impact and established SLAs.
• Escalate unresolved cases and recurring operational issues to the Sales & Operations Supervisor.
• Ensure timely closure of cases and service requests following successful resolution.

4. Customer Communication & Order Follow-Up

• Contact customers to validate application information, confirm service requirements and obtain outstanding documentation.
• Conduct customer callbacks and follow-ups relating to pending orders, installation appointments and activation requirements.
• Provide accurate updates on order status, expected next steps and outstanding actions.
• Address routine customer enquiries relating to order processing, activation and installation.
• Coordinate the resolution of order-related customer complaints with the appropriate internal teams.
• Ensure customer interactions are professional, accurate and consistent with company service standards.

5. Billing Accuracy & Data Integrity

• Verify that customer orders, activated services, selected packages and applicable charges are accurately recorded.
• Coordinate with Billing and Finance teams to resolve order-related billing discrepancies and payment reconciliation issues.
• Ensure relevant customer and service information is updated following completed activations or installations.
• Identify and escalate discrepancies that may result in delayed billing, incorrect charges or revenue leakage.
• Support order reconciliation and data validation activities to maintain accurate customer records.
• Adhere to customer data protection, confidentiality and information security requirements.

6. Sales Support & Stakeholder Coordination

• Work closely with Mobile and Fibre Sales Agents to resolve incomplete applications and outstanding order requirements.
• Provide timely feedback to Sales Teams regarding rejected orders, documentation errors and processing delays.
• Coordinate with Customer Care, Technical Operations, Dispatch, Billing and other stakeholders to facilitate efficient order fulfilment.
• Support the resolution of operational issues that may prevent successful customer activation.
• Identify recurring processing errors and recommend improvements to application quality and order submission practices.
• Support the implementation of revised products, promotions, systems and operational procedures.

7. Reporting, Quality & Process Improvement

• Maintain accurate daily records of orders received, processed, completed, pending and escalated.
• Prepare regular updates on order backlogs, ageing, processing turnaround times and unresolved cases.
• Monitor assigned workload and ensure completion within established productivity and quality standards.
• Identify recurring operational bottlenecks and recommend practical process improvements.
• Participate in quality checks, audits and reconciliation activities as required.
• Support initiatives aimed at improving order processing efficiency, reducing errors and enhancing customer satisfaction.

Other Duties: Perform other reasonable duties within the scope of the position as periodically assigned by the Sales & Operations Supervisor.

KEY PERFORMANCE INDICATORS (KPIs)

Performance will be measured against agreed operational targets and service standards.

ACADEMIC QUALIFICATIONS & EXPERIENCE

• Diploma or associate degree in Business Administration, Management, Customer Service, Information Technology or a related discipline; equivalent relevant work experience may be considered.
• Minimum of 1–2 years' experience in customer service, sales administration, order processing or operational support.
• Experience within the telecommunications industry would be an advantage.
• Familiarity with customer order management, service activation, billing or CRM systems is preferred.
• Experience coordinating with multiple departments to resolve customer or operational issues would be beneficial.

SKILLS & COMPETENCIES

• Strong organizational and time management skills.
• Excellent attention to detail and commitment to accuracy.
• Good communication and interpersonal skills.
• Strong customer service orientation.
• Ability to manage multiple orders, cases and competing priorities.
• Effective problem-solving and follow-up capabilities.
• Ability to work collaboratively with sales and technical teams.
• Proficiency in Microsoft Office applications, particularly Excel, Word and Outlook.
• Ability to learn and navigate CRM, order management and billing systems.
• Strong sense of accountability, urgency and ownership.
• Ability to work independently while adhering to established procedures and service standards.
• Commitment to confidentiality, compliance and data integrity.

WORKING CONDITIONS

The position generally operates during standard business hours, Monday to Friday, 9:00 a.m. to 5:00 p.m.

However, flexibility may be required to support operational demands, service activations, order backlogs, critical deadlines and business requirements.

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.