Customer Care Agent

Digicel Group

Customer Care Agent at Digicel Group responding to customer queries via phone, email, and chat. Resolving billing and service issues while enhancing customer experience in a telecom environment.

Posted 5/27/2026full-timeKingston • 🇯🇲 JamaicaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible working arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

excellent oral communication skillsexcellent written communication skillsexcellent interpersonal skillsexcellent telephone techniquestime management skillsability to work well under pressurestrong problem solving skills

Certifications

CAPEGCE O’Levels