Front Office Agent - St. James

Summary

Provide world-class customer service by analyzing and resolving customer queries promptly and efficiently (oral and written). Resolve External Customers / Dealer complaints / Internal CC staff, queries, and/or other issues and concerns received at the Customer Care Front Office via walk-in customers, post, or electronic medium. Evaluate and make recommendations to increase customer and organization benefits.

Responsibilities

• • SIM Replacements
• • Bill Payments
• • GPRS Provisioning (SIM & handset)
• • Broadband Provisioning & Technical Queries (MIFIs & FTTH issues)
• • Postpaid Activations, Conversions & Termination
• • Handset Technical Queries
• • Digicel Play Technical Queries
• • CDRs Requests
• • General company information
• • Weekly Activity Report

Required Skills

• • Effective oral and written communication
• • Must have the ability to work well under pressure
• • Analytical skills
• • Good Time Management
• • Excellent Interpersonal Skills
• • Customer Handling Management
• • Advance Handset Training

Qualifications

• • 5 CXC/CSEC/GCE O’levels (Grade I, II, III or A, B, C) or GED (minimum GPA 3.0) including English Language and Mathematics or a quantitative subject
• • Certification in Public Speaking, Conflict Resolution, and Negotiation Skills.
• • Certification in Microsoft Office Suite
• • Minimum 1-year experience as a Call Centre Agent
• • An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

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

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