Service Delivery 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

Performing outbound calls on behalf of products to obtain and record customer information and educate and/or advise customers on general products and services, and/or information related to customer issues and/or unique account as per assigned script.

Main Duties and Responsibilities: (maximum of  10 duties)

To relate information to customers based on script  provided  and  meet  daily target of calls

To provide relevant responses to customer concerns, service requests, products and service enquires based on actual facts related to the company's products or services and/or customers' individual account data subject to customer verification

To provide relevant rebuttals to customer objection such that customers are encouraged to accept and complete requested interview or activate requested product

Academic qualifications and experience required for job

Minimum High School diploma

Previous experience in a customer service environment is an asset

Previous experience in sales is an asset

Functional Skills

Must be customer oriented

Basic computer skills

Excellent interpersonal skills

Excellent time management skills and ability to multi-task

Excellent verbal communication skills

Excellent Data Entry Skills

Ability to rapidly learn new tools

Understand and use initiative to adapt to customers' needs and concerns

Well-developed organization and planning skills.

Sound judgment skills and a well-developed sense of when to escalate support problems

Able to work under occasional periods of pressure

Must be able to speak  Papiamento,  Dutch and  English well and  at least  basic Spanish

Internal/External contacts

Interaction with other departments to facilitate the provision of prompt and premium service to customers

Direct interaction and public/customers

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.