Digicel Group

Agent

• 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
• 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

Service Delivery Agent

Customer Retention Specialist

• Handle inbound and outbound customer interactions related to cancellation, suspension, dissatisfaction, or service concerns
• Identify the root cause of churn intent and apply appropriate retention strategies to save the account
• Educate customers on products, services, promotions, and alternative solutions that best meet their needs
• Deliver empathetic, confident, and solution-oriented conversations that build trust and loyalty
• Accurately manage and update customer accounts across all relevant systems
• Ensure tickets are logged correctly, worked efficiently, and closed within defined SLAs
• Avoid leaving aged or unattended tickets; take full ownership of assigned work
• Escalate cases appropriately when support from other teams is required, ensuring follow-through until resolution
• Meet or exceed productivity targets, including talk time, handled accounts, saves, and quality scores
• Manage time effectively to maximize customer connections during each work hour
• Demonstrate continuous improvement in performance metrics and adherence to processes
• Follow all retention policies, procedures, and compliance guidelines
• Apply approved offers, credits, and retention tools accurately and ethically
• Maintain high-quality documentation on every customer interaction
• Participate actively in coaching sessions and quality reviews
• Collaborate effectively with team leaders, peers, and cross-functional teams
• Maintain respectful, professional relationships internally and externally
• Be open to feedback, coaching, and change as the business continues to evolve
• Take accountability for errors and actively work toward corrective improvement

Customer Retention Agent

Operations

• The Transport Operations Engineer is responsible for providing effective and efficient technical support for the Digicel Transport Network
• Supporting design and integration activities including testing and commissioning
• Performing routine maintenance and analysis
• Conducting restoration and repair works
• Taking ownership of all customer issues until it’s resolved
• Responsible for the implementation of approved designs on the transport network
• Perform routine maintenance checks on the transport network nodes and services
• Provide Technical support for all stakeholders as required
• Ensure all fault-related queries and/or internal service tickets meet the defined SLAs
• Preparation and analysis of KPI reports reflecting the state of the network to the business and other stakeholders

Transport Operations Engineer

Customer Support

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

Customer Care Agent

Engineer

• Assume a key role in supporting the Digicel Business Solutions product portfolio and its customers through the execution of In Field Site Surveys, Solution/Product scoping, designing and delivery, Service installations inclusive of last mile connectivity, Planned maintenance works and schedules routines, Provision of remote and infield monitoring and support 24/7/365, Configuration of ICT infrastructure at customer premises and Digicel’s PoPs and Data Centres on a wide array of hardware and technologies
• Assist with the development and execution of training programs for Technical ICT Engineers and Support teams
• Provide support to Managed Service Help Desk and Business Solutions sales personnel
• Partner with Products, Planning & Optimization and Core Teams in the scoping, designing, implementation and testing of existing and new Business Solutions products
• Guarantee representation of the Digicel brand by always acting and dressing professionally
• Monitors ticket queues during normal business hours
• Ensure all assigned tickets are handled per SLAs
• Document configurations, as-builts and processes pertaining to ICT equipment and services
• Participate in operational acceptance of new ICT Hardware
• Assist in the development, testing and roll out of new Managed Services products
• Diagnose errors or technical problems and determine proper solutions
• Guide, assess and ATP work performed by Sub-Contractors to ensure that it meets the necessary standards
• Develop MOPs and complete RFC documentation to meet Company’s Standards