Corporate Care Agent - Resolutions

Company description:

Digicel Group Limited

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.

Job description:

Job Title: Corporate Care Agent - Resolutions

Primary objective of the job: 

The Corporate Care Agent will be responsible for providing outstanding support to business clients, resolving their inquiries, and ensuring their overall satisfaction. The support agent will handle a wide range of inquiries and issues, including technical assistance, order management, account inquiries, and general product or service-related questions.

 Main Duties and Responsibilities:

• • Respond to inbound calls, emails, and ticket messages from business clients, demonstrating a deep understanding of our products and services. They must address their concerns, resolve issues, and provide accurate information in a timely manner
  • Troubleshoot and diagnose problems reported by clients, utilizing available resources, product knowledge, and internal systems. Provide step-by-step guidance to clients to resolve technical issues, escalating to appropriate departments when necessary
  • Assist clients with account-related inquiries, including billing, subscriptions, and access management
  • Update client information and maintain accurate records of interactions, inquiries, and resolutions using our CRM system
  • Handle order management tasks, including order placement, modifications, and tracking
  • Collaborate with internal teams such as Sales and Operations to ensure smooth order fulfillment and timely delivery
  • Maintain a comprehensive understanding of our products and services, staying up to date with new releases, features, and industry trends. Effectively communicate product information to clients, addressing their questions and providing recommendations when necessary

Academic Qualifications and Experience Required:

• • Five (5) CXC’s or GCE’s
  • Minimum of two (2) years’ work experience in a Customer Service environment
  • Contact experience will be an asset
  • Proficiency in Computer use and Microsoft Applications

Functional Skills:

• • Excellent knowledge of Digicel’s products and services
  • Experience in Contact Centre Applications (e.g. MINSAT, E-Care, Service Desk, TCRM)
  • Empathy and patience when dealing with clients, maintaining a calm and professional demeanor under pressure
  • Ability to multitask, prioritize tasks, and manage time effectively to meet client needs and service level agreements
  • Detail-oriented and highly organized, with a strong commitment to accuracy
  • Excellent written & verbal communication skills
  • Time management skills