Customer Care Technical Agent (Trinidad & Tobago) - Digicel

  

Location: Trinidad and Tobago
Digicel Group is a total communications and entertainment provider with operations in 32 markets in the Caribbean, Central America and Asia Pacific. After 16 years of operation, total investment to date stands at over US$5 billion worldwide. The company is renowned for delivering best value, best service and best network.

Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad and Tobago which focus on educational, cultural and social development programmes.

The Digicel 2030 global transformation programme sees it promising customers a completely new communications and entertainment experience made possible by a more agile, customer-centric application of resources and investment.

Digicel is one of the first communications and entertainment providers in the world to initiate a wide scale transformation agenda. The core elements of the Digicel 2030 transformation see it undertaking a complete re-design of the organisational structure; putting customers in control and making a commitment to deliver a superior superfast network experience.

Job Title:  Customer Care Technical Agent
Location:  Trinidad and Tobago
Expected Starting Period: Fourth Quarter

Summary/Objective:

The Customer Care Technical Agent is directly responsible for receiving, categorizing and analyzing queries from customer care agents. Escalates to other departments whenever necessary and ensuring follow up is done. Providing summary and detailed reports to Customer Care Management & other departments such as Marketing, Technical, Sales, IT and Fraud Departments which highlights areas of concern resulting from customer queries.
*Please note that the successful candidate will be required to work on a shift system.
The Company operates in an industry 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  

• Liaise with departments to solve queries and complaints.
• Compile ad hoc data and statistics.
• Provide support for Data devices to external and internal customers.
• Maintain relationships with the Call Centre agents, IT Department and Technical Teams.
• Application installation, software upkeep and periodic customer care station audits.
• Ensure that SLA’s are met by the IT / NOC by logging tickets in Remedy and Trinidad Service Desk for escalation.
• Complete weekly reports on all issues (escalated issues to the Technical and IT etc.)
• Communicate courteously with internal and external customers.
• Ensure that vouchers are cleared and the information is updated and escalated daily.
• Ensure that the Intranet is updated on a timely basis with updated information – resolved queries/ new promotions/ short menus for new handsets/ etc.
• Maintain & support technical aspects of the Intranet by escalating all systems issues & ensure resolution.
• Check Service desk for call patterns to report any issues that may affect customers.
• Check Service desk for escalated issues which require call-backs or further escalation.
• Work in teams to achieve department overall objectives, and to build cooperation and communication.
• When required, answers all inbound and outbound calls in a professional, courteous and efficient manner ensuring that conversational time is within the department’s objective.

Responsible for continuous testing of all Digicel’s new devices. Develops tips for new devices:

• Additionally create test sheets, Ad hoc testing of products/promotions, services and applications.
• Assist with training of present and new agents via electronic and manual means by lending support to QAT department when necessary.
• Real-timing and floor support where necessary, to achieve service level.
• Create, request and maintain user credentials for customer care applications.
• Perform 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.

Qualifications:

• Five (5) CXC passes inclusive of Mathematics and English
• Experience in the 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.
• Basic understanding of telecommunication technology.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.

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