Customer Retention 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, 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 Retention Agent

Primary objective of the job: 

The Customer Retention Agent is responsible for executing strategies to minimize churn.

Main Duties and Responsibilities:

• Communicate clearly and effectively with customers
• Responsible for the highest level of service in every touch point with the client
• Execution of surveys
• Ensure that data is collected and entered correctly
• Ensure targets set for the agent is met
• Answer customer questions regarding Digicel
• Forward any issues which may affect the accuracy of data collected from surveys in a timely manner
• Work with the Sales teams and Telesales team to execute customer retentions strategies
• Build and execute retention strategies using all channels, email, sms, phones calls or any other emerging channel that becomes relevant and effective
• Accurately record sales and referrals from customers who may be interested in any of Digicel Products or services and passing on these referrals in a timely manner.
• Escalate any customer complaints to the relevant department in a timely manner
• Manage the duration of all calls, recognize and manage assertive customers respectfully
• Ensure the timely and accurate update of all reporting tools as required
• Attend and actively participate in all necessary service training as may be required
• Other duties required to achieve strategic goals
• Working safely is a continuing condition of employment. Digicel (Trinidad and 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.
• 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.

Academic Qualifications and Experience Required:

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

Functional Skills:

• Very strong collaborative skills
• Strong Task & Team orientation
• Excellent verbal and written communication skills
• Excellent Interpersonal skills
• Innovative, resourceful and self-motivated
• Customer-centric with a passion for delivering exceptional service
• Goal oriented and driven towards success
• Computer skills including the full suite of Microsoft Office solutions is mandatory
• Strong Time Management skills
• Very strong business skill and acumen