Front Office Agent - St. James

Company description:

Digicel Group Limited

Job description:

Job Profile: Customer Care Front Office Agent

Primary objective of the job: 

• Provide world-class customer service by analyzing and resolving customer queries promptly and efficiently (oral and written).
• Resolve External Customers / Dealer complaints / Internal CC staff, queries, and/or other issues and concerns received at the Customer Care Front Office via walk-in customers, post, or electronic medium.
• Evaluate and make recommendations to increase customer and organization benefits.

Main Duties and Responsibilities:

Problem Resolution

• SIM Replacements
• Bill Payments
• GPRS Provisioning (SIM & handset)
• Broadband Provisioning & Technical Queries (MIFIs & FTTH issues)
• Postpaid Activations, Conversions & Termination
• Handset Technical Queries
• Digicel Play Technical Queries
• CDRs Requests
• General company information
• Weekly Activity Report

Academic qualifications and experience required:

• 5 CXC/CSEC/GCE O’levels (Grade I, II, III or A, B, C) or GED (minimum GPA 3.0) including English Language and Mathematics or a quantitative subject
• Certification in Public Speaking, Conflict Resolution, and Negotiation Skills.
• Certification in Microsoft Office Suite
• Minimum 1-year experience as a Call Centre Agent
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills:

• Effective oral and written communication
• Must have the ability to work well under pressure
• Analytical skills
• Good Time Management
• Excellent Interpersonal Skills
• Customer Handling Management
• Advance Handset Training