Customer Care Agent - Fixed Term (24/7 Shift)
Digicel Group is a leading global communications provider with operations in 33 markets in the Caribbean, Central America and Asia Pacific. After 14 years of operation, total investment to date stands at over US$5 billion worldwide. The company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies cricket team and is also the presenting partner of the Caribbean Premier League. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad and Tobago which focus on educational, cultural and social development programmes.
Visit www.digicelgroup.com for more information.
We invite applications for a new Digicel Opportunity - Customer Care Agent - Fixed Term (NOTE: Fully available for 24/7 shift environment)
Primary objective of the job:
To respond to customers' queries and complaints.
Number of persons managed/supervised and their positions:
- N\A
Main Duties and Responsibilities:
- Resolve customer queries on:
- Handset, products and services, billing, general company information etc.
- Manage corporate switchboard
- Adjustments
- Activate/adjust accounts for individuals, staff etc on the subject of voicemail, barring, SIM replacement and profiles.
- Liaise with Dealers
- provide information on policy and procedure
- training and support
- Escalate problems according to the query resolution procedure dictated by the
- Customer Care Centre.
Academic qualifications and experience required for job:
- Minimum 5 CSEC or GCE O'Levels general proficiency passes (Grade I, II, III) or CAPE (Grade I, II, III, IV, V) including English Language and Mathematics or a quantitative subject
Functional Skills:
- Excellent oral and written communication skills
- Excellent interpersonal skills
- Excellent telephone techniques
- Time management skills
- Ability to work well under pressure
- Telecoms experience
- Strong problem solving skills
Working Condition:
- 24/7 shift environment with scheduled tours based on the needs of the Call Center inclusive of Extra Time
Key Performance Indicators:
- Soft Skills
- Job Knowledge
- Average Talk Time (decided at the end of appraisal period)
- Punctuality
- Schedule Adherence
In return, you will have the opportunity to work in a fast-paced, enterprising environment, where your skills will be valued and rewarded. Digicel recognizes our staff and management team are largely responsible for our success to date. Digicel's unique culture is driven by an entrepreneurial style encapsulated by our Chairman, board of directors and management, all seasoned telecom executives and industry experts with vast experience in building, expanding and marketing mobile services globally.