Corporate Care Agent - Resolutions

Job Title: Corporate Care Agent - Resolutions

Primary objective of the job: 

The Corporate Care Agent will be responsible for providing outstanding support to business clients, resolving their inquiries, and ensuring their overall satisfaction. The support agent will handle a wide range of inquiries and issues, including technical assistance, order management, account inquiries, and general product or service-related questions.

 Main Duties and Responsibilities:

• • Respond to inbound calls, emails, and ticket messages from business clients, demonstrating a deep understanding of our products and services. They must address their concerns, resolve issues, and provide accurate information in a timely manner
  • Troubleshoot and diagnose problems reported by clients, utilizing available resources, product knowledge, and internal systems. Provide step-by-step guidance to clients to resolve technical issues, escalating to appropriate departments when necessary
  • Assist clients with account-related inquiries, including billing, subscriptions, and access management
  • Update client information and maintain accurate records of interactions, inquiries, and resolutions using our CRM system
  • Handle order management tasks, including order placement, modifications, and tracking
  • Collaborate with internal teams such as Sales and Operations to ensure smooth order fulfillment and timely delivery
  • Maintain a comprehensive understanding of our products and services, staying up to date with new releases, features, and industry trends. Effectively communicate product information to clients, addressing their questions and providing recommendations when necessary

Academic Qualifications and Experience Required:

• • Five (5) CXC’s or GCE’s
  • Minimum of two (2) years’ work experience in a Customer Service environment
  • Contact experience will be an asset
  • Proficiency in Computer use and Microsoft Applications

Functional Skills:

• • Excellent knowledge of Digicel’s products and services
  • Experience in Contact Centre Applications (e.g. MINSAT, E-Care, Service Desk, TCRM)
  • Empathy and patience when dealing with clients, maintaining a calm and professional demeanor under pressure
  • Ability to multitask, prioritize tasks, and manage time effectively to meet client needs and service level agreements
  • Detail-oriented and highly organized, with a strong commitment to accuracy
  • Excellent written & verbal communication skills
  • Time management skills

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.