Digicel+ Retention Executive (Temporary - Maternity Cover)

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fiber 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

Digicel+ Retention Executive (Temporary – Maternity Cover)

Primary objective of the job: 

The Digicel+ Retention Executive is responsible for the execution of tactical campaigns to maintain the active Digicel+ subscriber count per the budget. The role encompasses outbound customer facing interactions as well as internal care functions. The candidate must be customer centric, possess excellent candor and be cable to conduct conversations with customers to understand and address their issues while restoring loyalty and soliciting outstanding bill payments.

In addition, because the Retention function serves both Finance Collections and Customer Experience, the candidate may be required to support across these peripheral functions.

Main Duties and Responsibilities:

• Maintain a high level of product knowledge and be able to explain the features and benefits of products and services to customers.
• Keep current with products promotions, procedures and applications used to resolve customer queries.
• Utilize applicable tool-kit(s) to persuade customers at risk of churn to pay their bills and reconnect.
• Conduct calls to ‘non-pay’ disconnect customers to encourage payments as well as to support resolution to any concerns/queries.
• Manage inbound requests utilizing retention techniques to mitigate churn.
• Provide excellent customer service for queries and efficiently resolve complaints, problems and refunds within given guidelines, referring to a further authority only if necessary within specified timeframes.
• Case management in TCRM (Ensuring cases are resolved within the SLA)
• Document reasons for churn and submit all required reports in a timely manner.
• Conduct customer satisfaction surveys via welcome calls and utilize said feedback for proactive churn management.

 Academic Qualifications and Experience Required:

• Minimum of a High School Diploma with passes in English and Math at the CXC or GCE level.
• Ability to speak Spanish and or Creole is an advantage.  
• At least six (6) months Customer Service training/experience

Functional Skills:

• Ability to communicate effectively both orally and in writing
• Good analytical skills
• Effective time management Skills
• Strong computer skills including the full suite of Microsoft Office solutions is mandatory
• Strong Task & Team orientation

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.