Customer Experience Support Agent

Company description:

Digicel Group Limited

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

Job description:

Job Title: Customer Experience Support Agent

Primary objective of the job: 

Act as a key touchpoint for new and existing customers through proactive outbound calls. While not primarily responsible for resolving technical or service issues, the Customer Experience Support Agent ensures that identified concerns are effectively directed to the correct resolution channels. By providing product information, gathering feedback, and escalating issues as needed, the agent helps create a better overall customer experience.

Main Duties and Responsibilities:

• Conduct scripted outbound “Welcome Calls” to new customers, sharing essential information about the products, services, and self-help resources available.
• Make outbound follow-up calls to customers based on feedback priority set by the Customer Experience Team Leader, capturing their experience and identifying areas of improvement.
• Consolidate and communicate customer feedback and insights to the Customer Experience Team Leader, ensuring that any issues are properly channelled for resolution

• Ensure new customers have a clear understanding of their products, services, and support options, including self-service tools and online knowledge resources.
• Execute assigned responsibilities with minimal supervision, prioritizing tasks to meet goals and deadlines.
• Identify and report challenges in data collection or customer feedback gathering, ensuring these insights are directed to the appropriate teams for resolution.
• Strive to exceed customer expectations by accurately capturing their concerns and ensuring these concerns are escalated to the correct internal stakeholders for action.
• Utilize strong administrative skills, following all departmental and company policies, procedures, and processes.
• Perform any additional duties related to the role as assigned by the Customer Experience Team Leader, adhering to the provided call scripts and guidelines.

Academic Qualifications and Experience Required:

• A minimum of 5 CXC passes, including Math and English (or equivalent).
• At least 3 years of experience in a customer service environment.
• Preferred: 2+ years of experience in a call center or similar customer-facing role.

Functional Skills:

• Advanced proficiency in Microsoft Word, Excel, Outlook, and other relevant systems.
• Effective time management and multitasking capabilities to meet targets and deadlines.
• Strong ability to work within cross-functional teams and communicate effectively at all organizational levels.