Tele-Collections Agent (Kingston, Jamaica) - Digicel

   
Job Function: Sales and Distribution
Location: Jamaica - HQ
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 organizational structure; putting customers in control and making a commitment to deliver a superior superfast network experience.

Visit www.digicelgroup.com for more information.

Job Title: Tele-Collections Agent
Location: Jamaica Market

Summary/Objective:
To maximize revenue collections and subscriber growth opportunities via inbound/outbound calls and bad debt collection from customers

Main Duties and Responsibilities:

• Maintain the highest value of customer experience for Digicel Home Entertainment services to new and existing customers for longevity in the customer base
• Regain churned customers for the other markets and reduce bad debt via rapport building
• Upsell existing customers with additional products and services, enhancing their experience on Digicel Home and Entertainment and improve retention
• Escalate issues to the dedicated support teams according to the query resolution procedures
• Accurately record in detail customers request(s)
• Achieve monthly set Key Performance Indicators (KPI)
• Modify packages as per customers’ request and follow up on customer’s queries
• Assist the process for installs, reconnections, change of services, 
• service issues and special request orders into system

Qualifications:

• Minimum five (5) CXC or GCE O’ Levels (including English Language and a Numerical Subject)
• Proficient in Microsoft Office
• Sales experience with demonstrated success
• Customer service experience is an asset

Functional Skills: 

• Selling or Influencing Others
• Excellent oral and written communication skills
• Excellent interpersonal skills
• Excellent telephone etiquette
• Time management skills
• Ability to work well under pressure
• Telecoms experience
• Results/Target driven
• Highly tolerant of rejection
• Additional Role Requirements: 
• Predominantly 8am – 5pm; may be required to work overtime to meet monthly deadlines when necessary
• Expected to operate within an “open” concept office environment
• 24 hour shift system starting as early as 8am

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