DB Customer Support Executive

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:

DB Customer Support Executive

Primary objective of the job: 

The role of DB Customer Support Executive is to work with the DB Service Manager in providing excellent customer service to corporate clients.  

Main Duties and Responsibilities:

• Performs administrative and clerical support tasks, inclusive of but not limited to filing and recordkeeping.
• Assist with processing account applications for new mobile and fixed corporate services and products.
• Assist with maintaining and updating information across platforms such as GLDS , Ecare , Sales Force etc. or such other databases or applications as may be implemented by the company
• Under the guidance of the DB Service Manager, address customer complaints, issues and questions.
• Records details of inquiries, comments and complaints within the call log platform.
• Maintain customer records by updating account information.
• Receive payments (credit card or check only) from corporate clients and liaise with the Corporate team to facilitate the posting of payments in Broadhub/Transact
• Reconciles daily payments.
• Ensure corporate clients receive monthly invoices in a timely manner for payments.
• Process and maintain accurate records of sales and payments.
• Complete end-of-day reports
• Always ensure excellent customer experience
• Follow all company procedures and guidelines.
• Any other duties as assigned by any person duly authorized and identified by the Company.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Academic Qualifications and Experience Required:

• High school diploma or equivalent required
• At least five (5) GCE/CXC subjects including English and Mathematics
• An Associates Degree would be considered an advantage
• Experience handling customer complaints and resolving issues efficiently
• An understanding of ECare, GLDS and SalesForce would be a plus

Functional Skills:

• Excellent verbal communication skills.
• Excellent interpersonal and customer service skills.
• Proficient in administrative and clerical procedures and systems.
• Proficient with Microsoft Office Suite or related software.
• Proficient in cash handling

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. The 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.