Customer Care Agent (Kingston, Jamaica) - Digicel

Location: Kingston, JM, WI

Company: Digicel

Digicel Group is a total communications and entertainment provider with operations in 31 markets in the Caribbean, Central America and Asia Pacific.

After 18 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.

Visit www.digicelgroup.com for more information.

Primary objective of the job:

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

Main Duties and Responsibilities

• 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.

Academic qualifications and experience required for job:

• Minimum 5 CSEC 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

Functional Skills:

• 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

Working Condition:

• 24/7 shift environment with scheduled tours based on the needs of the Call Center inclusive of Extra Time

APPLY ONLINE

Customer Care Agent (Port of Spain, Trinidad) - Digicel

Location: Port of Spain, TT

Company: Digicel

Digicel Group is a total communications and entertainment provider with operations in 31 markets in the Caribbean, Central America and Asia Pacific.

After 18 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.

Visit www.digicelgroup.com for more information.

Job Title: Customer Care Agent

Location: Trinidad

Summary/Objective:

The Customer Care Agent  is responsible for analyzing and resolving customer queries in a timely and efficient manner (oral and written), working in teams to build cooperation and communication, and to ultimately achieve department objectives, and ensuring world class customer care.

He/She evaluates and makes recommendations that result in increased benefit for both customers and the organization and handles all queries, complaints and requests with minimum escalation and answers all inbound and outbound calls in a professional, courteous and efficient manner.

*Please note that the successful candidate will be required to work on a shift system.

The Company operates in an industry that works, and 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 and Responsibilities:

• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers
• (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
• Resolves customer queries and provides alternatives: handset, products and services, billing, basic technical, general company information and mans corporate switchboard.
• Activations: activates all types of products and services e.g. corporate account, individual account, staff account, v/m, data, roaming, Home and Entertainment bundle or stand-alone packages etc.
• Liaise with Dealers: provides information regarding accounts – Mobile /Home and Entertainment.
• Adjustments on accounts on: recommendations, promise to pay and monetary adjustments/corrections, update account information
• Escalates problems in accordance with the query resolution procedure dictated by the Customer Care Centre.
• Performs 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.

Qualifications:

• Five (5) CXC passes inclusive of Mathematics and English or High School Diploma
• Experience in and with the mobile 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.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.

APPLY ONLINE

Digicel Recruiting: Customer Care Agents, Direct Sales agents (Kingston, Jamaica)

Description:
Direct Sales Agents for Home Fibre and TV, Customer Care Agents.

To be eligible for an interview ALL applicants must have:

• Minimum of five (5) CXC/GCE subjects, including English, Mathematics or Accounting
• School leaving certificates
• NIS card
• TRN card
• National ID, valid passport, driver's license or voters ID 
• Verification of an active, personal bank account. This may include any document from the bank or an online print out showing name and location of bank, account number and type ( chequing or savings)

Interested persons should go to: http://digicelgroupcareers.force.com/openings.

Applications will not be accepted via email.

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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.

CLICK TO APPLY ONLINE





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CONDUENT OPEN HOUSE! IMMEDIATE OPENINGS! (KINGSTON, JAMAICA)

ATTEND OUR OPEN HOUSE TUESDAY - THURSDAY 

OCTOBER 16-18, 2018 FROM 1 PM TO 6 PM 

AT OUR HAINING ROAD LOCATION IN NEW KINGSTON (7 HAINING ROAD)

IMMEDIATE OPENINGS CUSTOMER CARE ASSOCIATES !!!

A SECONDARY SCHOOL LEAVING CERTIFICATEOR HEART LEVEL II CERTIFICATE QUALIFIES YOU TO APPLY!

*** Applicants must be at least 18 years of age,
present Valid Photo ID, TRN, NIS, Original and Photocopy of Proof of
Qualifications, Birth Certificate. **

Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation,analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning –Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at Conduent.com

Our employees enjoy:

• Compensation package inclusive of base plus incentive and shift differential for some shifts
• Convenient onsite clinic,7-days per week providing affordable healthcare access
• Free shuttle service
• Health Insurance Benefits
• Company paid Life Insurance coverage
• Free internet access
• Flexible shifts
• Career and Employee Development –Grow your career and earn possible promotions to Leadership
• positions and Operational roles in Information Technology, Human Resources, Accounts
• Exciting opportunity to work across diverse industries-Healthcare, Retail, Travel, Banking and Technology
• Twice-monthly Business Day (on-site financial company visits, providing service and convenience to employees)
• Active Sports Programs with vibrant interdepartmental and business house competitions 

Responsibilities- Customer Care Associate

Working in a call center environment, you will  assist multiple customers with technical issues and other inquiries through chat /call scenarios.  Your responsibilities will include, but are not limited to the following:

• Ability to navigate  through multiple computer applications with speed and accuracy.
• Ability to work simultaneously with multiple customers via chat or telephone  to resolve technical and procedural inquiries.
• Maintaining  a high level of world-class customer service/professionalism to a wide range of customers. 
• Ability to adjust work schedules as needed considering open flexibility
• Customer Care Associates perform the following duties:
• Gathers information, researches/resolves  inquiries and logs customer calls
• Communicates appropriate options for resolution in a timely manner
• Informs customers about services available and assesses customer needs
• Prepares standard reports to track workload, response time and quality of input

Ideal Candidates should possess the following skills/experience:

• At least a Secondary School Leaving Certificate or Heart Certificate level II 
• Flexibility to work any shift 8 hour within a 24 hour period including weekends and holidays
• Basic computer and internet knowledge and be able to type 30 wpm
• Excellent customer service and communication skills (verbal and written)
• Excellent listening skills
• Excellent time management and prioritization skills
• Adaptable and able to manage change while maintaining a positive attitude

*** Applicants must be at least 18 years of age, present valid Government issued  photo ID, TRN, NIS, Original and Photocopy of Proof of Qualifications, Birth Certificate. Applicants must have a clean Police record(company-paid) and may be subject to drug screen***


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Customer Care Associates (Montego Bay, St. James) - Conduent

EXCITING OPPORTUNITY TO WORK WITH ONE OF OUR NEW CLIENT GROUPS  WITH AN ATTRACTIVE SALARY PACKAGE!

APPLY TODAY!


Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation,analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.