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Digicel

Customer Care Agent - GSM & Digicel +

Digicel

  • Kingston and St. Andrew
  • Not disclosed
  • Temporary full-time
  • Updated 08/11/2023
  • Reid Daveanna-Kay

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

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 CAPE 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

 

 


Digicel

Digicel

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