Corporate Desk Executive

Company description:

Digicel Group Limited

Job description:

Primary objective of the job: 

A high-performing professional responsible for delivering exceptional customer care to corporate clients and fostering a strong customer-centric culture within the Corporate Desk team.

Main Duties and Responsibilities:

• Provide world-class customer care to corporate clients across the ABC islands by receiving and taking ownership of all inquiries and service requests
• Escalate, track, and follow up on all assigned actions to ensure prompt resolution of customer issues and complaints
• Facilitate the activation and setup of corporate services, including Prepaid, Postpaid, Closed User Groups, SIM replacements, Digicel+ Fiber, and Wireless Internet 
• Support corporate retention efforts by delivering excellent service and identifying opportunities to cross-sell and upsell Digicel products and services
• Collaborate closely with Corporate Desk Team Leaders and Corporate Account Managers to ensure seamless coverage and support for all corporate accounts
• Handle all incoming calls professionally and in accordance with established service level agreements
• Execute welcome calls for new corporate clients, ensuring smooth onboarding experience
• Assist walk-in corporate clients with inquiries, troubleshooting, and service-related requests
• Place outbound calls for customer follow-up, satisfaction checks, and retention campaigns

Academic Qualifications and Experience Required:

• HAVO education or higher
• At Least 2 years experience in commercial relative activities
• Proven track record in a customer care position in a corporate environment is a real asset
• Experience in supporting a corporate sales team
• Experience in generation and retention activities (especially outbound calls)
• Accurate and strong deadline adherence skills
• Excellent in English and Papiamento (verbal and written). Dutch and Spanish is a real asset

Functional Skills:

• Strong written/oral (especially listening skills), organization & analytical skills
• Advanced PC skills (Word and Excel plus other department specific systems)
• Works co-operatively with others to achieve team goals.
• Good decision-making skills
• Requires a strong knowledge of relevant business practices and procedures in their field