Service Manager

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

DB Service Manager

Primary objective of the job: 

The role of DB Service Manager is to support the DB Sales Team and provide exceptional, professional service to our corporate clientele ensuring fast and accurate processing of service requests and coordinating with other departments to resolve account queries.

Main Duties and Responsibilities:

• Process account applications for new mobile and fixed corporate services and products.
• Be the first point of corporate customer contact for general inquiries, products and services.
• Provide specialized support to existing corporate clients with service requests.
• Accurately enter new accounts and update existing customer accounts information in GLDS , Ecare , Sales Force etc. or such other databases or applications as may be implemented by the company
• Promptly respond to customer correspondence in an appropriate manner as per SLA agreements.
• Liaise with the sales team to ensure clear lines of communication are maintained regarding customer account status.
• Quickly and accurately resolve customer issues over the telephone and or email.
• Schedule regular calls with corporate clients to discuss services.
• Build good business relationships with clients by providing prompt and accurate service so as to promote customer loyalty.
• Upsell to existing and current customers where a billing review or account issues present an opportunity
• Records details of inquiries, comments and complaints within the call log platform.
• Maintain customer records by updating account information.
• Follow-up on fault reports and provide feedback to clients within 24 hours of the query.
• Ensure corporate clients receive monthly invoices in a timely manner for payments.
• Maintain frequent contact with customers and work closely with the Credit and Collection Executive to ensure prompt payment of invoices and proper debt management.
• Process and maintain accurate records of sales and payments.
• Organize workflow to meet customer timeframes.
• Follow all company procedures and guidelines.

Academic Qualifications and Experience Required:

• A Bachelor’s degree in any discipline
• Previous experience in customer support in the telecommunications industry is preferred but not mandatory
• Experience handling customer complaints and resolving issues efficiently
• An understanding of ECare, GLDS and SalesForce would be a plus 

Functional Skills:

The ideal candidate must:

• Be able to think quickly and logically to ensure expedient responses to customer inquiries.
• Be able to work with patience and courtesy in customer relations.
• Be flexible to respond to customer queries on weekends.
• Be a team player with strong business and commercial awareness.
• Be an organized self-starter with drive, excellent time management skills
• Be willing to take the initiative.
• Have strong communication, interpersonal and analytical skills at a senior level.
• Have excellent creative skills and a proven track record of achievement in customer care.
• Proficient in Microsoft Word, Excel, PowerPoint and department specific systems.
• Have a proven track record of delivering on time with tight reporting deadlines
• Requires a strong knowledge of relevant business practices and procedure
• Ability to work unsupervised and handle multiple priority assignments simultaneously
• Excellent troubleshooting and analytical skills
• Ability to meet deadlines while paying attention to detail
• High degree of initiative, creativity and Interpersonal Skills