Customer Retention Agent

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: Customer Retention Agent

Primary objective of the job: 

The Customer Retention Agent plays a key role in protecting company revenue, by proactively engaging customers at risk of downgrading, disconnecting or churning. This role requires strong communication, ownership, and a customer-first mindset. As the last point of contact, the agent delivers solutions that preserve relationships while adhering to company policies and productivity standards.

Every interaction, case, and account reflects both the agent’s personal brand and the Digicel brand, making professionalism, accountability, and consistency essential.

Main Duties and Responsibilities:

• • Handle inbound and outbound customer interactions related to cancellation, suspension, dissatisfaction, or service concerns
  • Identify the root cause of churn intent and apply appropriate retention strategies to save the account
  • Educate customers on products, services, promotions, and alternative solutions that best meet their needs
  • Deliver empathetic, confident, and solution-oriented conversations that build trust and loyalty
  • Accurately manage and update customer accounts across all relevant systems
  • Ensure tickets are logged correctly, worked efficiently, and closed within defined SLAs
  • Avoid leaving aged or unattended tickets; take full ownership of assigned work
  • Escalate cases appropriately when support from other teams is required, ensuring follow-through until resolution
  • Meet or exceed productivity targets, including talk time, handled accounts, saves, and quality scores
  • Manage time effectively to maximize customer connections during each work hour
  • Demonstrate continuous improvement in performance metrics and adherence to processes
  • Follow all retention policies, procedures, and compliance guidelines
  • Apply approved offers, credits, and retention tools accurately and ethically
  • Maintain high-quality documentation on every customer interaction
  • Participate actively in coaching sessions and quality reviews
  • Collaborate effectively with team leaders, peers, and cross-functional teams
  • Maintain respectful, professional relationships internally and externally
  • Be open to feedback, coaching, and change as the business continues to evolve
  • Take accountability for errors and actively work toward corrective improvement

Academic Qualifications and Experience Required:

• • Five (5) CXC passes inclusive of Mathematics and English
  • 1-2 years’ relevant work experience in Call Centre environment
  • Experience in Excel
  • Experience in Customer Service or Customer Retention preferred
  • Experience in and with the mobile telecommunications sector would be considered an asset
  • An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills:

• • Strong verbal communication and active listening skills
  • Customer-centric mindset with a problem-solving approach
  • Ability to handle objections and difficult conversations professionally
  • Strong sense of ownership and accountability
  • Time management and multitasking ability
  • Adaptability in a fast-changing environment
  • Willingness to learn, be coached, and explore new ways of working
  • Openness to coaching, learning, and changing

• • Accountability and collaboration