About Company
Digicel is a leading telecommunications provider across the Caribbean, Central America, and Oceania, renowned for connecting communities and driving digital transformation. In Jamaica, Digicel has been a pivotal force in revolutionizing the way people communicate, work, and entertain themselves. We provide cutting-edge mobile, internet, and business solutions, consistently pushing the boundaries of technology to offer unparalleled service and innovation. Our commitment extends beyond connectivity; we are deeply invested in the communities we serve, fostering growth, talent development, and digital literacy. Joining Digicel Jamaica means becoming part of a vibrant, diverse, and forward-thinking team where your contributions empower millions and where a passion for making a difference is celebrated. We pride ourselves on a culture that is dynamic, inclusive, and dedicated to delivering the best possible experience for our customers every single day.
Job Description
Are you a natural communicator with an unwavering passion for helping people? Do you thrive in a dynamic, fast-paced environment where every interaction is an opportunity to make a difference? Digicel Jamaica is seeking dedicated and enthusiastic Customer Service Representatives to join our vibrant call center team in Barbican, Kingston. This crucial role is the heartbeat of our customer experience, serving as the first point of contact for our valued subscribers across Jamaica. As a Customer Service Representative, you will be on the front lines, engaging directly with customers through inbound calls. Your primary mission will be to listen actively, understand their needs, and provide efficient, accurate, and friendly solutions to a wide range of inquiries. This includes assisting with billing queries, troubleshooting basic technical issues related to mobile and internet services, explaining product features, processing service activations or deactivations, and ensuring our customers fully understand and maximize the value of their Digicel services.
This is a shift-work position, meaning you will be part of a flexible schedule designed to ensure our customers receive support around the clock. This may include working evenings, weekends, and public holidays, making it an ideal role for individuals who appreciate variety in their work hours and are committed to serving our customers whenever they need us most. You will be an ambassador for the Digicel brand, embodying our commitment to innovation, reliability, and unparalleled service. We are looking for individuals who possess exceptional problem-solving skills, a keen eye for detail, and the ability to remain calm and composed under pressure. You’ll be empowered with the tools and training necessary to excel, but your inherent ability to empathize, build rapport, and communicate complex information clearly will be key to your success. Join a team where your contributions are valued, your professional growth is encouraged, and you play a direct role in connecting communities and enriching lives across Jamaica.
Key Responsibilities
- Handle a high volume of inbound customer calls in a timely and professional manner.
- Identify and assess customer needs to achieve satisfaction, providing accurate information and solutions.
- Troubleshoot and resolve customer complaints, inquiries, and technical issues related to mobile, internet, and other Digicel services.
- Document all customer interactions accurately and comprehensively in our CRM system.
- Process service requests, activations, deactivations, and billing adjustments.
- Maintain a high level of customer satisfaction through active listening and empathetic engagement.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Collaborate with team members and escalate complex issues to appropriate departments when necessary.
- Stay updated on product knowledge, service changes, and promotions to provide current information to customers.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening skills and ability to empathize with customers.
- Proven problem-solving abilities and decision-making skills.
- Proficiency in basic computer applications and ability to learn new software quickly.
- Ability to work flexible shifts, including evenings, weekends, and public holidays.
- Exceptional interpersonal skills and a positive, customer-focused attitude.
- Ability to work effectively in a fast-paced, high-volume call center environment.
- Resilience and patience in handling challenging customer interactions.
Preferred Qualifications
- Minimum of 6 months previous experience in a call center or customer service role.
- Familiarity with telecommunications products and services.
- Experience with CRM software (e.g., Salesforce, Oracle Siebel).
- Strong organizational skills and attention to detail.
- A secondary language (e.g., Spanish) would be an asset.
Perks & Benefits
- Competitive salary package.
- Comprehensive health and wellness benefits.
- Paid time off and holiday benefits.
- Employee discounts on Digicel products and services.
- Extensive training and professional development opportunities.
- Clear career advancement pathways within the company.
- Vibrant, diverse, and supportive work environment.
- Performance-based incentives and recognition programs.
How to Apply
Ready to empower customers and shape their digital experience? We invite you to take the next step in your career journey. Click on the application link below to submit your resume and cover letter. We look forward to reviewing your application and potentially welcoming you to the Digicel family!