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POSITION SUMMARY:
The CORPORATE CARE AGENT is responsible for analyzing and resolving corporate customer queries in a timely and efficient manner (oral and written), working in teams to build cooperation and communication, and to ul
POSITION SUMMARY:
The CORPORATE CARE AGENT is responsible for analyzing and resolving corporate customer queries in a timely and efficient manner (oral and written), working in teams to build cooperation and communication, and to ultimately achieve department objectives, and ensuring world class customer care. This agent evaluates and makes recommendations that result in increased benefit for both customers and the organization and handles all queries, complaints and requests with minimum escalation and answers all inbound and outbound calls in a professional, courteous and efficient manner.
KEY FUNCTIONS:
Continuously seeks and capitalizes on opportunities to exceed the expectations of customers
(internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
Ensures the first point of contact for all corporate customers categorized as SME and VIP.
Maintenance and growth of Corporate Accounts ensuring Handset/Subscriber - Additions & Deletions to CUG, Credit adjustments and File maintenance, Pre to Post conversions, Post to Pre conversions, completing change of information including but not limited to Company name change and all disputed payments.
Managing any other process to effectively maintain and promote the products and services offered by Digicel T&T Limited.
Retrieval/Responding to voicemail messages and faxes in a timely manner to facilitate query resolution.
Maintains & records contact with all assigned companies. Providing feedback to customer on outstanding queries until resolution is received.
Maintaining and responding to the Inbox Log/Categorize customers' queries/complaints/requests via Excel and Service Desk.
Ensure that all corporate customers are contacted at least once a month. To provide support and coverage within Customer Care to maintain a 95% and above service level.
Reports: Revenue Reports, Growth Analysis Reports and updating the Corporate Database and Ad-Hoc Reports.
Customer Relations: Maintaining relationship with Corporate Customers, assigned account managers. Keeping accurate records of discussions or correspondence with customers. Visiting corporate customers from time to time to provide a one-to-one service. Focus on Retention, Addition & Growth of all accounts managed. Ensuring that customers are kept updated of all Promotions, Products and development as related to Digicel and the maintaining of their account. Respond & maintain the TT.Customer.Care inbox
Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.
Working safely is a continuing condition of employment. Digicel (Trinidad and Tobago) Ltd. is committed to establishing and maintaining a safe and healthy working environment and considers safety to be an integral aspect of every job function. As a condition of your employment, you will be required to observe and fully comply with all HSE rules / policies / procedures and applicable legislative provisions as well as wear the appropriate Personal Protective Equipment (PPE) where and when applicable.
MINIMUM QUALIFICATIONS AND EXPERIENCE:
5 CXC O'levels or Equivalent with at least one year's experience preferably in a Customer-Oriented Environment.
Experience in and with the mobile telecommunications sector would be considered a valuable asset.
An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.
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Corporate Care Agent
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