Consumer Services Lead

Managing products and services and ensuring a positive customer experience. This multifaceted position involves a combination of customer support, product support and quality assurance to contribute to the overall customer satisfaction and success of the telecom business.

JOB RESPONSIBILTY  

Managing products and services and ensuring a positive customer experience. This multifaceted position involves a combination of customer support, product support and quality assurance to contribute to the overall customer satisfaction and success of the telecom business.

MAIN DUTIES & REQUIREMENTS

Team Leadership:

• Provide leadership and guidance to customer service representatives, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional service.
• Set performance expectations, monitor individual and team performance, and provide regular feedback and coaching to drive continuous improvement.

Customer Care:

• Act as a point of escalation for complex customer issues, working closely with customer care representatives to resolve issues promptly and effectively.
• Serve as a liaison between the customer service department and other internal stakeholders, advocating for customer-centric initiatives and priorities.
• Collaborate with cross-functional teams, including sales, marketing and technical, to address customer needs

Customer Experience

• Identify trends or recurring issues and collaborate with relevant departments to implement solutions and prevent future occurrences.
• Collaborate with cross-functional teams to implement and drive the execution of customer-centric strategies/initiatives to enhance the overall customer experience, customer satisfaction and loyalty.
  • Proactively reach out to customers in a variety of settings to gain insight and understanding into the Customer Experience at every touch point in the Digicel Customer’s Life cycle.

Products Support:

• Proactively support the Regional Products Manager as required
• Complete product development/implementation tasks as assigned, ensuring accurate and timely delivery of products and services
• Provide support for website, company applications/platforms as it relates to products and services
• Assist in the creation and documentation of products documentation, sales enablement material, and educational material on products and services offered.

Compliance and Quality Assurance:

• Continuously evaluate and optimize customer service processes and procedures to improve efficiency, effectiveness, and customer satisfaction.
• Conduct training programs to ensure team members are up to date on product knowledge and customer service expectations.
  • Conduct regular audits and quality assurance reviews to maintain service quality
  • Implement corrective actions and process improvements as needed to address any compliance or quality issues.

Reporting and Analysis:

• Track and analyze key performance metrics related to customer service/experience, identifying areas for improvement, and implementing action plans accordingly.
• Prepare regular reports and presentations for management, providing insights and recommendations for enhancing the customer experience and improving operational efficiency.
• Use fact-based analysis and diagnostic techniques to develop insights that will improve customer experience with touchpoints across physical and virtual channels.
• Analyze “Voice of Customer” (VOC) and behavioral information to understand why customers are dis/satisfied, along with their attributes, motivations etc. to develop deep insights into customer needs and behaviors.
  • Track the status of existing and new product developments across the market portfolio and provide weekly and monthly status updates as required.

Any other duties within the scope of the job periodically assigned by Manager.

ACADEMIC QUALIFICATIONS AND/OR EXPERIENCE REQUIRED

• Bachelor’s degree in business, management, or a related field
• Project Management certification and or experience
• At least 3 years’ experience in a similar role
• Experience in telecom or customer service industry
• Experience in managing customer escalations and resolving complex issues.

SKILLS/COMPENTENCIES REQUIRED

• Competency in Microsoft Suite (Word, Excel, PowerPoint, Outlook, etc.)
• Excellent communication and interpersonal skills
• Commitment to quality, compliance, and continuous improvement.
• Analytical mindset with the ability to interpret data and make strategic decisions.
• Strong problem-solving abilities and a customer-centric mindset
• Strong understanding of telecommunications technologies, protocols, and trends
• Ability to prioritize, manage multiple projects, negotiate, and create new ideas.

WORKING CONDITIONS

• Although working hours are 9 to 5 Monday to Friday, the role may entail working outside of these hours and candidate should be flexible to meet critical deadlines.