Corporate Desk 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.

Primary objective of the Job:

A high-performing professional responsible for delivering exceptional customer care to corporate clients and fostering a strong customer-centric culture within the Corporate Desk team.

Main Duties and Responsibilities:

• Provide world-class customer care to corporate clients across the ABC islands by receiving and taking ownership of all inquiries and service requests.
• Escalate, track, and follow up on all assigned actions to ensure prompt resolution of customer issues and complaints.
• Facilitate the activation and setup of corporate services, including Prepaid, Postpaid, Closed User Groups, SIM replacements, Digicel+ Fiber, and Wireless Internet.
• Support corporate retention efforts by delivering excellent service and identifying opportunities to cross-sell and upsell Digicel products and services.
• Collaborate closely with Corporate Desk Team Leaders and Corporate Account Managers to ensure seamless coverage and support for all corporate accounts.
• Handle all incoming calls professionally and in accordance with established service level agreements.
• Execute welcome calls for new corporate clients, ensuring smooth onboarding experience.
• Assist walk-in corporate clients with inquiries, troubleshooting, and service-related requests.
• Place outbound calls for customer follow-up, satisfaction checks, and retention campaigns.

Academic qualifications and experience required for job:

• HAVO education or higher.
• At Least 2 years experience in commercial relative activities.
• Proven track record in a customer care position in a corporate environment is a real asset.
• Experience in supporting a corporate sales team.
• Experience in generation and retention activities (especially outbound calls).
• Accurate and strong deadline adherence skills.
• Excellent in English and Papiamento (verbal and written). Dutch and Spanish is a real asset.

Functional Skills

• Strong written/oral (especially listening skills), organization & analytical skills.
• Advanced PC skills (Word and Excel plus other department specific systems).
• Works co-operatively with others to achieve team goals.
• Good decision-making skills.
• Requires a strong knowledge of relevant business practices and procedures in their field.
• Excellent interpersonal skills and planning skills.
• Excellent telephone techniques
• Time management skills.
• An eye for detail.
• Ability to work on own initiative.
• Excellent knowledge of Digicel products and services.
• Experience in call center programs (e.g. Minsat & Ecare).

Internal/ External contacts

• Interaction with other departments to facilitate the provision of prompt and premium service to customers.
• Direct interaction with public/ customers.
• Dealers, retailers and wholesalers.

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.