About Company
Digicel Jamaica is a leading telecommunications provider dedicated to connecting people across the Caribbean and Central America. For over two decades, we have been at the forefront of innovation, offering mobile, home, and business solutions that empower our customers and communities. Our commitment extends beyond telecommunications; we are deeply invested in the social and economic development of the regions we serve, fostering growth through reliable service, cutting-edge technology, and community initiatives. At Digicel, we believe in a vibrant, connected future for everyone, driven by passion, integrity, and a relentless focus on customer satisfaction. Join our dynamic team and be a part of a company that is making a real difference in the lives of millions.
Job Description
Are you passionate about helping people and thrive in a fast-paced environment? Digicel Jamaica is seeking an enthusiastic and dedicated Customer Service Representative (CSR) to join our Helpdesk team in Trench Town, Kingston. In this vital role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our mobile, home, and business services. This is an incredible opportunity to contribute to a company that connects communities and empowers individuals through technology. We are looking for an individual with a keen ability to listen, empathize, and efficiently troubleshoot a variety of customer concerns, ranging from billing inquiries and service activations to technical support for internet and mobile devices. Your primary goal will be to ensure a positive customer experience, building lasting relationships through professional, courteous, and effective communication. If you are a problem-solver at heart, possess excellent communication skills, and are eager to grow your career with a leading telecommunications company, we encourage you to apply. This role offers comprehensive training, a supportive team environment, and opportunities for professional development within Digicel Jamaica.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat, providing accurate information and solutions.
- Diagnose and resolve technical issues related to mobile services, internet connectivity, and other Digicel products with efficiency.
- Process customer requests for service changes, activations, deactivations, and billing adjustments.
- Escalate complex issues to the appropriate internal departments for further investigation and resolution, ensuring timely follow-up.
- Maintain thorough and accurate records of all customer interactions and transactions in the CRM system.
- Educate customers on product features, services, and promotions, identifying opportunities for upselling or cross-selling where appropriate.
- Adhere to company policies, procedures, and service level agreements (SLAs) to ensure consistent service quality.
- Collaborate with team members and other departments to continuously improve customer satisfaction and operational efficiency.
Required Skills
- Minimum 1 year of experience in a customer service or helpdesk role, preferably in a call center environment.
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and other customer service tools.
- Ability to multi-task, prioritize, and manage time effectively.
- High school diploma or equivalent.
- Proficient computer skills, including Microsoft Office Suite.
Preferred Qualifications
- Associate's Degree or higher in Business Administration, Information Technology, or a related field.
- Experience in the telecommunications industry.
- Familiarity with Digicel products and services.
- Ability to speak Patois (Jamaican Creole).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off, including vacation, sick leave, and holidays.
- Opportunities for career growth and professional development.
- Employee discounts on Digicel products and services.
- Supportive and collaborative work environment.
- Access to ongoing training and learning resources.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for Digicel Jamaica. Please ensure your application highlights your customer service skills and experience with helpdesk functions. We look forward to reviewing your application!