Customer Retention Agent

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job Title: Customer Retention Agent

Primary objective of the job: 

The Customer Retention Agent is responsible for the execution of strategies to minimize churn.

Main Duties and Responsibilities:

• Communicate clearly and effectively with customers
• Responsible for the highest level of service at every touch point with the client
• Execution of surveys
• Ensure that data is collected and entered correctly
• Ensure targets set for the agent are met
• Answer customer questions regarding Digicel
• Forward any issues which may affect the accuracy of data collected from surveys in a timely manner
• Work with the Sales teams and telesales team to execute customer retentions strategies
• Build and execute retention strategies using all channels, email, sms, phones calls or any other emerging channel that becomes relevant and effective
• Accurately record sales and referrals from customers who may be interested in any of Digicel Products or services and pass on these referrals in a timely manner.
• Escalate any customer complaints to the relevant department in a timely manner
• Manage the duration of all calls, recognize and manage assertive customers respectfully
• Ensure the timely and accurate update of all reporting tools as required
• Attend and actively participate in all necessary service training as may be required
• Other duties required to achieve strategic goals

Academic Qualifications and Experience Required:

• Five (5) CXC passes inclusive of Mathematics and English
• 1-2 years relevant work experience in Call Centre.
• Experience in Excel.
• Experience in Customer Service or Customer Retention preferred.
• Experience in and with the mobile telecommunications sector would be considered an asset.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Very strong collaborative skills
• Strong Task & Team orientation
• Excellent verbal and written communication skills
• Excellent Interpersonal skills
• Innovative, resourceful, and self-motivated
• Customer-centric with a passion for delivering exceptional service
• Goal oriented and driven towards success
• Computer skills, including the full suite of Microsoft Office solutions is mandatory
• Strong Time Management skills
• Very strong business skill and acumen

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.