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Digicel Customer Care Agent Vacancy
Digicel Customer Care Agent Vacancy
Customer Care Agent – Island Support
Digicel Group Port-of-Spain, Trinidad, Trinidad and Tobago
About the job
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 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.
Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.
With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.
Visit http://www.digicelgroup.com for more.
Job Title: Customer Care Agent
Summary/Objective
The Customer Care Agent is responsible for analyzing and resolving customer queries in a timely and efficient manner (oral and written), working in teams to build cooperation and communication, and to ultimately achieve department objectives, and ensuring world class customer care.
He/She evaluates and makes recommendations that result in increased benefit for both customers and the organization and handles all queries, complaints and requests with minimum escalation and answers all inbound and outbound calls in a professional, courteous and efficient manner.\
- Please note that the successful candidate will be required to work on a shift system.The Company operates in an industry that works, and in which customers require support, twenty-four (24) hours per day, seven (7) days a week. Given the nature of the industry, you are required to work in accordance with the Company’s scheduled hour.
Main Duties & Responsibilities
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- Continuously seeks and capitalizes on opportunities to exceed the expectations of customers
(internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner. - Resolves customer queries and provides alternatives: handset, products and services, billing, basic technical, general company information and mans corporate switchboard.
- Activations: activates all types of products and services e.g. corporate account, individual account, staff account, v/m, data, roaming, Home and Entertainment bundle or stand-alone packages etc.
- Liaise with Dealers: provides information regarding accounts – Mobile /Home and Entertainment.
- Adjustments on accounts on: recommendations, promise to pay and monetary adjustments/corrections, update account information
- Escalates problems in accordance with the query resolution procedure dictated by the Customer Care Centre.
- 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.
- Continuously seeks and capitalizes on opportunities to exceed the expectations of customers
Qualifications
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- Five (5) CXC passes inclusive of Mathematics and English
- 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
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- Attentive to detail
- Self-motivated and result-oriented approach to work
- Strong organizational skills
- Ability to multi-task and deliver against competing priorities
- Ability to build strong relationships and work as part of inter-disciplinary teams
- Ability to strive in a fast-paced and demanding service environment
- Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
- Confidentiality and trustworthiness.
- Initiative and resourcefulness in the conduct of duties.
- Strong communication (oral and written) and interpersonal skills.
- Ability to relate to a diverse working environment.
Disclaimer
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.
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Seniority Level
Entry level
Industry
- Telecommunications
Employment Type
Full-time
Job Functions
- Customer Service
Digicel Customer Care Agent Vacancy
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- Please note that the successful candidate will be required to work on a shift system.The Company operates in an industry that works, and in which customers require support, twenty-four (24) hours per day, seven (7) days a week. Given the nature of the industry, you are required to work in accordance with the Company’s scheduled hour.
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