Customer Care Agent

Company description:

Digicel Group Limited

Job description:

Primary objective of the job:

• To respond to customers’ queries and complaints via the (phone, email and webchat) providing clear and accurate information regarding company services, billing and retention.

Main Duties and Responsibilities

• Resolve/Respond to customers queries:
• On products and services, billing, general package information etc.
• Taking ownership of customer service issues to ensure resolution to the company’s standards.
• Add value to each customers’ experience:
  • Retain or re-establish relationships with customers by building rapport
  • Maximizing of revenue generating opportunities through up-selling to existing customers
• Documentation of customer queries:
  • Record each customer’s query or concern and the resolution or recommendation provided
• Adjustments:
  • Activate/adjust accounts for customers on the subject service/credit extensions, reconnections, change of services, enabling/disabling subscriptions, upgrading/downgrading package etc.
  • Assist the process for installation of new service.

Academic qualifications and experience required for job:

• Minimum 5 CSEC or GCE O’Levels general proficiency passes (Grade I, II, III) or CAPE  (Grade I, II, III, IV, V) including English Language and Mathematics or a quantitative subject

Functional Skills:

• Excellent oral and written communication skills
• Excellent interpersonal skills
• Excellent telephone techniques
• Time management skills
• Ability to work well under pressure
• Telecoms experience
• Strong problem solving skills

Working Condition:

• 24/7 shift environment with scheduled tours based on the needs of the Call Center inclusive of Extra Time