Retail Sales Team Lead (Grand Turk, Turks & Caicos Islands) - Digicel

Location: Grand Turk, TC

Company: Digicel

This role requires an experienced and mature operational sales professional with a keen business sense to meet and surpass (within the limits of established Digicel policies and procedures) the sales objectives and to ensure that the store delivers quality service to all customers at all times.

Main Duties and Responsibilities 

• Supervises the function of all store employees and contributes to maximizing the overall profit of the store.
• Dispatches and coordinates customer installations, service calls with technicians whilst ensuring customer “Best in Class Experience” at all times.

Controls and analyses, on an on-going basis, the following:

• Customer satisfaction
• Stock availability and reconciliation
• The appearance of the store
• The delivery of customer service of the highest quality at all times
• On-the-job training for the Sales Experience Representatives
• Monitor dead stock/slow moving items and keep as low as possible to ensure inventory carry forward is kept at the minimum
• Daily sales reconciliation and deposits
• Cash handling procedures
• All Sales activities and sales results
• Increase Digicel Market Share in the consumer market in Grand Turk
• Implementation and adherence to sales strategies
• Attend and contribute to meetings

Qualifications and Experience Required

• Minimum requirement of an Associates Degree in Business Management, or related field
• Two years of experience in similar capacity
• Strong analytical, organizational and communication skills.
• Computer literacy in Microsoft Office Suite
• Great customer service and problem-solving skills
• Strong interpersonal skills
• Ability to supervise and motivate staff
• A second language (Creole, and/or Spanish) is desirable

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Team Leader, Customer Experience (Kingston, Jamaica) - Digicel

 JOB TITLE: Team Leader, (VOC)

DEPARTMENT:  Customer Experience

REPORTS TO (TITLE): Head of Customer Experience

Primary objective of the job:

Team Leader, VOC is responsible for understanding a customer's definition of success by communicating with customers, analyzing customer health metrics, running NPS and gathering feedback. Main contact for customer escalations for the entire business, with goal of issue resolution or coordinating cross functional response where needed.

Team Leader, VOC is a key role for the company for ensuring success with our customers, driving deeper and more relationships and acting as the “Analyst of the customer” internally back into product and strategy.

Number of persons managed/supervised and their positions:

Customer Experience Specialists x 10

Main Duties and Responsibilities (maximum of 8):

• Mechanisms for collecting and measuring Analyst of the Customer (VOC) feedback at key touch-points;
• Methods for analyzing feedback and identifying process improvements that will positively impact the customer experience, including standardized reporting dashboards and decks to communicate results;
• Ensure all touchpoints set up to collect Analyst of Customer feedback
• Conduct regular audits to ensure surveys are offered when expected or desired
• Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates
• Perform analysis on anomalies in data to address challenges and maintain regular flow of VOC data
• Directly organizes and supervises the day-to-day operations and activities of NPS Callbacks and escalations (from retail, CC or email on website) in order to achieve key performance goals. This includes ensuring customers are addressed in a timely and accurate manner; monitoring associate productivity and service levels for quality; efficient allocation of resources; managing daily phone coverage, schedule adherence, and attendance while managing changes as needed.
• Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as a point of escalation for calls requiring advanced expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction. Answers front line customer inquiries as needed during peak or critical times.
• This role oversees CX specialist and is responsible for overall creation, execution and effectiveness of the Customer Experience Management Model, including tools eg. Qualtrics creating VOC surveys and the NPS callback tracker plus reporting.
• Supporting the building and developing of an effective and high-performance team. Providing hands on daily coaching in order to improve and maintain team performance and management processes such as evaluations, mentoring, and corrective actions. Leads in the manner that inspires employees, galvanizes associate engagement, and produces desired business outcomes.
• Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operations problems, and completes team reports as required. Identifies opportunities for efficiency and directly implements changes as needed.
• Lead, develop and manage all outbound campaigns/activities for the Business. 
• Other duties as directed.

Academic qualifications and experience required for job:

• Bachelor’s degree in Business Administration, or equivalent;
• 5+ years’ experience in management in customer service or experience, marketing or related field;
• Consumer market research or VOC data analysis experience.
• Experience using a wide range of software and tools (e.g., Medallia, Qualtrics, Clarabridge, Tableau, and SPSS).
• Knowledge of key statistical concepts in order to work with data scientists modeling NPS data.
• Computer skills (MS Office, G Suite).
• People, time & relationship management skills;
• Strong communication and analytical skills;

Functional Skills:

• Excellent written and communications skills
• Excellent grasp - and proven experience, with user research, behavioral psychology, contact centers
• High emotional intelligence, known for patience and empathy; exhibits deep care for customers, agents and stakeholders
• Ability to draw the right conclusions and hone in on key insights to improve the current experience and predict future needs
• Prior experience working with customer data in telcom industry
• Creativity and willingness to work on own initiative in an ever changing environment
•  Ability to work under pressure in order to meet challenging deadlines
• Strong organizational skills and attention to detail
• Can do attitude and upbeat, positive and dynamic personality

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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

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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.

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