Customer Care Agent

Company description:

Digicel Group Limited

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts, TV streaming, enhanced messaging and marketplaces and self-care, Digicel is the only operator in its markets that can deliver that.

Serving 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 its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Customer Care Agent

Primary objective of the job: 

The Customer Care Agent is responsible for analyzing and resolving customer queries in a timely and efficient manner (oral and written), working in teams to build cooperation and communication, and to ultimately achieve department objectives, and ensuring world class customer care. This agent evaluates and makes recommendations that result in increased benefit for both customers and the organization and handles all queries, complaints and requests with minimum escalation and answers all inbound and outbound calls in a professional, courteous and efficient manner.

Main Duties and Responsibilities:

• Resolves customer queries: Digicel+ products and services, billing, fault reports and provide general company information.
• Escalates queries in accordance with the query resolution procedure dictated by the Customer Care Centre.
• Handle fault reports by troubleshooting fault with End User equipment.
• Ensure resolution of all queries are handled within agreed SLAs.
• Log all queries as required in Customer Ticketing Tool.
• Identify trends from customer faults for possible network outages and escalate to NOC and Service Delivery for investigation.
• Deliver Quality Service Standards on all customer interaction including but not limited to calls and digital interactions.
• Adhere to schedule in order to be available to support customers.
• Utilize the Company's tools, equipment and applications in a responsible manner as to not cause damages and/or loss of service.
• Demonstrate professional behavior at all times, ensuring that there is no breach in confidentiality of Company and Customer information that you are privy to in carrying out your responsibilities.
• Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.
• Working safety is a continuing condition of employment. Digicel (Trinidad & Tobago Ltd) is committed to establishing and maintaining a safe and healthy working environment and considers safety to be an integral aspect of every job function. As a condition of your employment, you will be required to observe and fully comply with all HSE rules, policies, procedures and applicable legislative provisions as well as wear the appropriate personal protective equipment "PPE' where and when applicable.

Academic Qualifications and Experience Required:

• Five (5) CXC passes inclusive of Mathematics and English
• Experience in a contact centre/ customer service environment.
• Telecoms or Computer Science certification such as Network + would be considered an asset
• Proficiency in MS Word & Excel.
• Technical Knowledge to sufficiently understand troubleshooting steps with End User equipment.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Able and willing to support a 24/7 Production Environment
• Keen attention to detail
• Ability to quickly comprehend new technologies and techniques and apply them
• Proven analytical and problem-solving abilities.
• Able to effectively present information and respond to questions from users in terms that they can relate.
• Excellent communication and customer service skills including strong verbal, written and listening skills.
• Self-motivated and result-oriented approach to work.
• Ability to multi-task and deliver against competing priorities.
• Ability to build strong relationships and work as part of inter-disciplinary teams.
• Confidentiality and trustworthiness.
• Ability to relate to a diverse working environment
• Professional and courteous demeanor and ability to collaborate with a team.
• Excellent problem-resolution skills and ability to multi-task in a fast-paced, high-volume environment.
• Strong system skills and ability to learn retain and apply large amounts of product, procedure, policy and system information.
• Ability to meet established productivity, effectiveness, training, sales (if applicable) and quality goals, and accept and incorporate feedback.
• Ability to work in a highly structured environment -- take scheduled lunches and breaks.
• Flexibility in responding to change or business needs.
• Ability to accommodate non-traditional work schedules.
• Excellent attendance and punctuality.
• Excellent Telephone Techniques, Oral & Written communication skills.
• The ability to work and learn in a fast paced, dynamic environment, work well both independently and as a team player, prioritize the execution of projects and meet deadlines whilst working in a high pressure environment.