Customer Care Agent (Fixed Term)
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.