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Digicel Vacancy December 2020

Digicel Vacancy December 2020

Customer Care Support Manager

Digicel

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Description

The  Customer Care Support Manager  will be responsible for coaching and monitoring call center employees to ensure that Goals and Objectives set for Centre and staff members are met.

Company description:

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.

 

Digicel Vacancy December 2020

Job description:

Job Title: Customer Care Support Manager

Primary objective of the job: 

The Customer Care Support Manager will be responsible for coaching and monitoring call center employees to ensure that Goals and Objectives set for Centre and staff members are met. They will also approve adjustments to customers’ accounts and resolve escalated queries and complaints.

*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 and Responsibilities:

• Records all agent/technical/customer concerns which occur throughout the day,; analyses all customer/departmental issues occurring throughout the week, and ensures that agent Productivity /Attendance Reports are up to date.
• Credits/Accounts/Monitors to ensure that timely adjustments are made to affected accounts; correct posting of payments to post-paid accounts, and  that effective credit counselling is offered to the affected customers.
• Ensures that the Call Centre is properly staffed to manage projected call volumes.
• Manages the quality performance of the Centre via Team Leader management/dutie
• Informs the relevant Departments of customer/technical/agents concerns to seek the necessary information that would assist in appropriate distribution of information from the Centre to the Customer Base.
• Ensures that proper coaching is done to identify strengths and areas for improvement of the team leaders/agents, and that activities are planned and executed in order to develop the team leaders and agents, personally and professionally.
• Achieves Customer Satisfaction Index by Calibrating Team Leader and Quality Assurance.
• 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.
• Working safely is a continuing condition of employment. Digicel (Trinidad and Tobago) Ltd. is committed to establishing and maintaining a safe and healthy working environment and considers safety to be an integral aspect of every job function. As a condition of your employment, you will be required to observe and fully comply with all HSE rules / policies / procedures and applicable legislative provisions as well as wear the appropriate Personal Protective Equipment (PPE) where and when applicable.

Academic qualifications and experience required:

• Bachelor’s Degree in Management Studies or Equivalent with at least one year’s supervisory experience.

• 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:

• 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.

Digicel Vacancy December 2020

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