Customer Experience Support 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: Customer Experience Support Agent

Primary objective of the job: 

Act as a key touchpoint for new and existing customers through proactive outbound calls. While not primarily responsible for resolving technical or service issues, the Customer Experience Support Agent ensures that identified concerns are effectively directed to the correct resolution channels. By providing product information, gathering feedback, and escalating issues as needed, the agent helps create a better overall customer experience.

Main Duties and Responsibilities:

• Conduct scripted outbound “Welcome Calls” to new customers, sharing essential information about the products, services, and self-help resources available
• Make outbound follow-up calls to customers based on feedback priority set by the Customer Experience Team Leader, capturing their experience and identifying areas of improvement
• Consolidate and communicate customer feedback and insights to the Customer Experience Team Leader, ensuring that any issues are properly channelled for resolution
• Ensure new customers have a clear understanding of their products, services, and support options, including self-service tools and online knowledge resources
• Execute assigned responsibilities with minimal supervision, prioritizing tasks to meet goals and deadlines
• Identify and report challenges in data collection or customer feedback gathering, ensuring these insights are directed to the appropriate teams for resolution
• Strive to exceed customer expectations by accurately capturing their concerns and ensuring these concerns are escalated to the correct internal stakeholders for action
• Utilize strong administrative skills, following all departmental and company policies, procedures, and processes
• Perform any additional duties related to the role as assigned by the Customer Experience Team Leader, adhering to provided call scripts and guidelines

Academic Qualifications and Experience Required:

• A minimum of five (5) CXC passes, including Math and English (or equivalent)
• At least three (3) years of experience in a customer service environment.
• Preferred: Two (2) years minimum of experience in a call center or similar customer-facing role

Functional Skills:

• Strong ability to work within cross-functional teams and effectively communicate at all organizational levels.
• Maintains strict confidentiality and consistently demonstrates sound judgment.
• Advanced proficiency in Microsoft Word, Excel, Outlook, and other relevant systems
• Cooperative and goal-oriented mindset, working towards meeting team and business targets.
• Excellent communication skills; adaptable, energetic, professional, and organized.
• Effective time management and multitasking capabilities to meet targets and deadlines.
• Aptitude for liaising with other departments to ensure timely and accurate escalation and resolution of identified issues.

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 list 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.