OCM Agent - Scheduling

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: Order Care Management Agent

Primary objective of the job: 

The Order Care Management Scheduling Agent is responsible for ensuring that all new accounts are accurately created, in order management and billing systems. They are also responsible for accurately scheduling installations in SWF.

Main Duties and Responsibilities:

• Perform serviceability checks on all accounts prior to creation and scheduling, to ensure installation feasibility.
• Conduct Bad Debt checks on customer accounts, to verify eligibility and prevent account creation for delinquent profiles.
• Review and validate all required customer documents before proceeding with account creation and scheduling.
• Identify accounts that do not meet serviceability, bad debt, or documentation criteria, and route them through the appropriate escalation or remediation process.
• For accounts that meet all criteria, accurately create the account and schedule the installation within available quota.
• Manage all post-installation suspensions, including customer outreach for updates, rescheduling, and status resolution.
• Manage Dead FATS issues by contacting customers, providing status updates, and ensuring all affected accounts are tracked and updated for stakeholder action.
• Maintain accurate records and tracking logs to support internal reporting and stakeholder engagement.
• Collaborate with internal teams to ensure seamless customer experience and timely service delivery.
• Continuously seek and capitalize on opportunities to exceed customer expectations (internal and external) by understanding and effectively resolving customer-impacting issues in a professional and results-oriented manner.
• Efficiently track, record, and resolve customer queries received via email, letters, social media, electronic systems, and cases.
• Communicate courteously and professionally with customers via telephone, email, electronic channels, and/or face-to-face meetings.
• Ensure and maintain a high level of confidentiality of all sensitive information at all times.

Academic Qualifications and Experience Required:

• 5 O’ Level Subjects including Mathematics and English.
• One (1) year’s experience in Administrative management would be considered an asset.
• Excellent working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
• 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:

• Ability to understand and interpret high level communication
• The ability to communicate in conversational Spanish is considered an advantage
• Ability to work independently with little or no supervision
• Strong verbal and written communication skills
• Excellent interpersonal skills
• High level of confidentiality
• Keen eye for detail
• Ability to multi-task by working on own initiative while effectively and efficiently coordinating multiple tasks

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.