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Customer Care Agent

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Date: Jun 21, 2022

Location: Willemstad, CW

Company: Digicel

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.


Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.


Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.


With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.


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Job Title

Customer Care Agent


Primary objective of the job: 

Analyzing and resolving Customer queries in a timely and efficient manner;

Evaluate and make recommendations that result in increased benefit for both Customers and the organization.


Main Duties and Responsibilities:

  • Professional, courteous and effective handling of customer queries through voice calls, chat or other digital channels
  • Consistent application of department and Company guidelines, procedures & processes
  • Regularly handles confidential information
  • Asks questions, checks for understanding, provides explanation clearly and precisely
  •     Uses existing clearly defined procedures to solve routine problems
  •     Able to select from a number of alternatives the most appropriate action or procedure to solve the problem
  • Prioritizes work and accomplished tasks with only limited supervision
  • Ensure that customers’ issues  are  satisfactorily resolved  as  it  relates  to handset, products and services, billing, general company information
  • Provide information and support on campaigns, Digicel policies and procedures to the dealers and flagship stores
  • Handle all inbound or outbound Customer calls
  • Escalate problems in accordance with the query resolution procedure dictated by the Customer Care department
  • Register and report all Customer complaints in timely manner
  • Maintain call center database by logging tickets accurately and timely. Independently seeks to broaden knowledge on telecommunication and market developments
  • Assist the department with special outbound projects and adhoc requests


Academic qualifications and experience required:

  • Typically 2+ years’ relevant experience
  • HAVO (Dutch senior high school) or equivalent degree Advantage: Telecoms or Computer Science certification
  • Excellent interpersonal skills coupled with strong analytical capabilities and a demonstrated systematic approach to problem solving.
  • The ability to work in a high pressure environment and to meet tight deadlines.
  • The ability to work and learn in a fast paced, dynamic environment, and work well both independently and as a team player.
  • The ability to prioritize the execution of projects.
  • Excellent oral and written communication skills.
  • Advanced PC skills (Word and Excel plus other department specific systems);
  • Exhibits initiative
  • Excellent telephone handling techniques
  • Proficiency in English, Dutch, Papiamentu(o) and Spanish (verbally and written)

Job Segment: Telecom, Telecommunications, Call Center, Computer Science, Technology, Customer Service