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 TITLE:
Retention Agent
Primary objective of the job:
The Retention Agent is responsible for the execution of tactical campaigns to maintain the active Digicel+ and Mobile subscriber count per the budget. The role encompasses outbound customer facing interactions as well as internal care functions. The candidate must be customer centric, possess excellent candor and be cable to conduct conversations with customers to understand and address their issues while restoring loyalty and soliciting outstanding bill payments.
In addition, because the Retention function serves both Finance Collections and Customer Experience, the candidate may be required to support across these peripheral functions.
Execution of outbound campaigns to achieve churn targets for assigned markets.
Customer Care activities to mitigate and minimize non-payment related disconnections.
Manage inbound escalations/requests to disconnect in a manner that encourages the customer to stay active.
Main Duties and Responsibilities:
Maintain a high level of product knowledge and be able to explain the features and benefits of products and services to customers. Keep current with products promotions, procedures and applications used to resolve customer queries. Utilize applicable toolkit(s) to persuade customers at risk of churn to pay their bills and reconnect. Conduct calls to ‘non-pay’ disconnect customers to encourage payments as well as to support resolution to any concerns/queries. Manage inbound requests utilizing retention techniques to mitigate churn. Provide excellent customer service for queries and efficiently resolve complaints, problems and refunds within given guidelines, referring to a further authority only if necessary, within specified timeframes. Case management in TCRM (Ensuring cases are resolved within the SLA) Document reasons for churn and submit all required reports in a timely manner. Conduct customer satisfaction surveys via welcome calls and utilize said feedback for proactive churn management. Any other general administrative duties as may be required.
Academic qualifications and experience required for job: (Minimum)
Five (5) CXC or GCE Subjects (inclusive of English and Mathematics or an equivalent numeric qualification). At least six (6) months working experience in a Customer Service Environment. Knowledge of Microsoft applications: Word, PowerPoint, Office Outlook and Excel
Specialized knowledge, skills and training Required: (Minimum)
Ability to communicate effectively both orally and in writing Customer Service Training Good analytical skills Effective time management Skills Strong computer skills including the full suite of Microsoft Office solutions is mandatory Strong Task & Team orientation
DISCLAIMER:
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may, and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.