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

 

Visit www.digicelgroup.com for more.

 

Location: Bonaire

 

Main Duties and Responsibilities

 

 

Deliver World Class Customer Care to our corporate base and prospects by receiving and taking ownership of all customer queries.

Escalate, Track and follow up on all actions set out in the organization and resolving customer complaints. Maintain and execute an up to date ticketing of the corporate database in the appropriate systems. Activate new customers (Prepaid, Postpaid, Closed User Groups, ESim, SIM Replacement, Fixed Internet e.g.). Support retention activities to existing corporate customers and cross and up sell Digicel products and services. Working closely with your respective team leaders, corporate account managers provide optimal effectiveness and coverage of corporate accounts. Handle all incoming calls, while maintaining the service level. Executing welcome calls to new Corporate Clients. Handle walk-in customers. Place Outbound Calls. Provide assistant to the Head of Business Sales

 

 

Minimum Qualifications and Experience required for position

 

HAVO education or higher. At least 2 years experience in commercial relative activities. Proven track record in a customer care position; in a corporate environment is a real asset. Experience in supporting a Corporate Sales Team. Experience in generation and retention activities (especially outbound calls). Accurate and strong deadline adherence skills. Excellent in Dutch, English and Papiamento (verbal and written). Spanish is a real asset.

 

Functional Skills

 

Strong written/oral (especially listening skills), organization & analytical skills. Advanced PC skills (Word and Excel plus other department specific systems). Works co-operatively with others to achieve team goals. Good decision-making skills. Requires a strong knowledge of relevant business practices and procedures in their field. Excellent interpersonal skills and planning skills. Excellent telephone techniques. Time management skills. An eye for detail. Ability to work on own initiative. Excellent Knowledge of Digicel Products and Services. Experience in Call Centre Programs (e.g. Minsat & Ecare)

 

Internal/ External contacts

 

Interaction with other departments to facilitate the provision of prompt and premium service to Customers Direct interaction and Public/Customers Account Managers/Marketing Executives, Stock and inventory management and Finance. Dealers, Retailers and wholesalers.

 

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.