Service Delivery Agent

Summary

To process all service requests using information from various sources, ensuring accuracy and completion. Accurately process service applications for all DIGICEL H&E customers and make any updates/changes, discounts, costs, to customer records when required on the related systems, e.g. TCRM. Provide support to internal support teams as it relates to customer queries and service requests within given guidelines

Responsibilities

• • Ensure accurate and timely provisioning, maintenance and updates of all customer accounts
• • Action outstanding service requests for all DIGICEL customers that are submitted on POS/Remote Authorization via the Channel Partners
• • Contact customers to discuss/clarify request for services and manage email and fax requests by processing.
• • Answer and provide support to the Toll Free/Symposium telephone line for dealers and Dispatch Team as per agreed SLA
• • Liaise with Sales Representatives and Account Managers, to validate, assess and analyze service requests and where necessary make amendments to service requests.
• • Acknowledge receipt of orders by way of return call or email to customer/Account Manager.
• • Perform any other job related duties that may be required

Qualifications

• • Five (5) CXC or GCE Subjects (inclusive of English and Mathematics or an equivalent numeric qualification).
• • At least six (6) months working experience in a customer service environment.
• • Knowledge of Microsoft applications; Word, PowerPoint, Office Outlook, and Excel

Additional Information and Instructions

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may, and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions. Serving 10 million 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 the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out. Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

Share This Job