Customer Experience Lead

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.

DIGICEL ANTIGUA AND BRABUDA

Digicel Antigua and Barbuda is looking for a top candidate with experience who thrives in fast paced, dynamic and innovative environment to fill the role of Customer Experience Lead. Digicel is recognized for being the best in the telecommunications industry and this is your opportunity to be a key player in a top-class company.

Job Purpose

To lead a team which provides extraordinary world-class customer service by attending to and resolving customers' queries in a timely and efficient manner with the aim of achieving first contact resolution. Manage the customer experience provided by all customer touch points including but not limited to GSM Technical Support, SLU, and Haiti Customer Care/Call Centers, Online and After Sales Operations.

Main Duties and Responsibilities:

• Works cross functional to ensure timely resolutions by the team as it pertains to customer queries on:

- GSM devices, products and services, billing, general company information etc.

- Trending issues affecting customer experience.

• Reviews and approves adjustments.

     - Activations/adjustment on accounts for all Retail customers and other account related modifications.

            - Reviews and approvals write-offs submitted by Retail Care team.

• Works closely with all departments and Call Center Lead Teams to best achieve KPIs and ensures consistency in training, processes, and performance for the Market.
• Follows up daily on all matters escalated by the team to ensure that queries/concerns are closed within stipulated timelines.
• Liaises with the business line owners where necessary to ensure that all customers' complaints are addressed in a timely manner and closed within stipulated timelines. Technical team/Manager for network related queries/issues, Retail Operations Manager for Retail/Sales Support related issues etc.
• Oversee the management of the Repair Process and Repair GUI.
• Assist with planning, implementing, and analyzing new/existing processes and procedures that will continuously and positively improve customers after sales support experience.
• Keep local Retail and Call Center Care team current with products, promotions, procedures, and applications used to resolve customers queries.
• Provide frequent feedback on team’s performance and ensure service level is always at its optimum.
• Responsible for weekly/monthly/bi-annual analytical reporting and dashboard management
• Monitor and manage third party providers and communication systems to ensure proper and optimal functionality for customers' best experience. E.g., Management of the IVR system including testing.
• Analyze “voice of the customer” VOC and behavioral information to understand why customers are satisfied/dissatisfied, their motivations etc. to develop deep insights into customer needs and behaviors and execute customer experience assessments and gap analyses (VOC, Best practices, competitor CX awareness).
• Provide leadership to the Sales Support Team, ensuring a culture of continuous improvement through daily briefings and weekly meetings focused on improving customer experience and productivity.

Academic qualifications and experience required for job:

• 5 CXC or GCE 0 ’Levels (Grade I, II, III) or CAPE (Grade I, II, III, IV, V) including English Language and Mathematics or a quantitative subject
• 2+ years’ experience in a leadership/similar role an asset

Functional Skills:

• Excellent oral and written communication skills

• Excellent interpersonal skills
• Excellent telephone techniques
• Time management skills
• Ability to work well under pressure
• Telecoms experience
• Strong problem-solving skills

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.