Service Delivery Agent

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

DIGICEL Antigua and Barbuda- Service Delivery Agent 

Digicel is Antigua and Barbuda is seeking a suitable candidate with experience who thrives in fast paced, dynamic and innovative environment to fill the role of Service Delivery Agent. 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 Overview:

The Service Delivery Agent will be primarily responsible for planning, management and quality control of the home and mobile LTE functions. The position is also responsible for network and firmware maintenance.

Main Duties and Responsibilities:

• Accurately process service applications for all DIGICEL H&E customers and make any updates/changes, discounts, costs, to customer records when required on the related systems, e.g. TCRM.
• Ensure accurate and timely provisioning, maintenance and updates of all customer accounts
• Action outstanding service requests for all DIGICEL customers that are submitted on POS/Remote Authorization via Channel Partners
•  Contact customers to discuss/clarify request for services and manage email requests by processing.  
• Answer and provide support to the Symposium telephone line for dealers and Dispatch Team as per agreed SLA
• Liaise with Sales Representatives and Account Managers, to validate, assess and analyze service requests and where necessary make amendments to service requests.
•  Acknowledge receipt of orders by way of returning call or email to customer/Account Manager.
• Assist with TDD/LTE production and high-level reports
• Assist with managing service desk daily ensuring all tickets are updated accordingly
• Manage agents’ productivity
• Perform any other job-related duties that may be required

Academic qualifications and experience required for job:

• First Degree in telecommunications, engineering or related field
• 2- 3 years’ experience in a similar field
• Knowledge of Microsoft applications; Word, PowerPoint, Office Outlook, and Excel

Functional Skills:

• Ability to communicate effectively both orally and in writing
• Customer Service Training
• Good analytical skills
• Effective time management 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.