About Company
Digicel Jamaica is a leading telecommunications provider, committed to delivering the best network, service, and value to our customers across the island. For over two decades, we’ve been connecting communities, driving innovation, and providing essential services that empower individuals and businesses. Our success is built on a foundation of passionate people who are dedicated to making a difference, continually striving to exceed expectations and bring cutting-edge solutions to the Jamaican market. We believe in fostering a vibrant, inclusive work environment where every team member is valued and given the opportunity to grow, learn, and contribute to our collective success. Join Digicel Jamaica and be part of a team that’s shaping the future of connectivity in the Caribbean.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a fast-paced environment where every interaction is an opportunity to make a positive impact? Digicel Jamaica is seeking enthusiastic and dedicated Call Center Agents to join our dynamic customer support team in Dela Vega City, Spanish Town. In this crucial role, you will be the first point of contact for our valued customers, providing exceptional service, resolving inquiries, and ensuring a seamless experience with our products and services. You’ll be responsible for handling a high volume of inbound calls, offering expert advice, troubleshooting technical issues, and guiding customers through various processes, all while maintaining a friendly, professional, and empathetic demeanor. This isn’t just a job; it’s an opportunity to be the voice of Digicel, directly contributing to our reputation for excellence. We’re looking for individuals who are not only skilled at problem-solving but also genuinely enjoy connecting with people, understanding their needs, and going the extra mile to achieve customer satisfaction. If you are eager to learn, adaptable, and ready to contribute to a team that values your growth, we encourage you to apply and become a vital part of the Digicel family.
Key Responsibilities
- Answer inbound customer calls promptly and professionally, providing information and resolving queries.
- Troubleshoot basic technical issues related to mobile, internet, and other Digicel services.
- Process customer requests, including account updates, service changes, and billing inquiries.
- Accurately document all customer interactions and resolutions in the CRM system.
- Educate customers on Digicel products, services, and promotions to enhance their experience.
- Identify and escalate complex issues to appropriate departments for further resolution.
- Maintain a high level of customer satisfaction through active listening and effective communication.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development programs to enhance product knowledge and service skills.
- Collaborate with team members to achieve collective goals and improve overall customer service performance.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening skills and ability to empathize with customers.
- Proficiency in basic computer usage and navigating multiple software applications.
- Ability to work effectively in a fast-paced, high-volume call center environment.
- Exceptional problem-solving and decision-making abilities.
- Demonstrated patience and professionalism under pressure.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a call center, customer service, or retail environment.
- Familiarity with telecommunications products and services.
- Proficiency in using CRM software.
- Associate's degree or higher.
Perks & Benefits
- Competitive salary and performance incentives.
- Comprehensive health and wellness benefits.
- Opportunities for career advancement and professional development.
- Employee discounts on Digicel products and services.
- A vibrant and supportive work environment.
- Paid time off and holidays.
- On-site training and continuous learning opportunities.
How to Apply
Interested candidates are invited to apply by clicking on the application link below. Please ensure your resume is up-to-date and highlights your relevant experience and skills. We look forward to reviewing your application and potentially welcoming you to the Digicel Jamaica team!