Customer Care Agent - GSM & Digicel +

Summary

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

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.

Required 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

Qualifications

• • 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

Additional Information and Instructions

• Working Condition:

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

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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