After nine years of operation, Digicel Group Limited has 10.8 million customers across its 32 markets in the Caribbean, Central America and the Pacific. With revenues of US$2.2 billion, the company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies cricket team and is also the title sponsor of the Digicel Caribbean Championships and the Copa de Naciones Digicel. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Jamaica, Haiti and Papua New Guinea which focus on educational, cultural and social development programmes.
In 2004, Digicel developed Digicel Rising Stars – an annual talent show to support aspiring young music artists in the Caribbean. The show has spanned the Eastern Caribbean, Haiti, Jamaica and Trinidad & Tobago ranking as one of the top-rated shows.
Digicel is incorporated in Bermuda and its markets comprise: Anguilla, Antigua & Barbuda, Aruba, Barbados, Bermuda, Bonaire, the British Virgin Islands, the Cayman Islands, Curacao, Dominica, El Salvador, Fiji, French Guiana, Grenada, Guadeloupe, Guyana, Haiti, Honduras, Jamaica, Martinique, Nauru, Panama, Papua New Guinea, Samoa, St Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Tonga, Trinidad & Tobago, Turks & Caicos and Vanuatu. Digicel also has coverage in St. Martin and St. Barts in the Caribbean and has recently acquired a license in French Polynesia.
Visit http://www.digicelgroup.com/ for more information.
Fonctions
Analyzing and resolving customer queries in a timely and efficient manner (oral and written)
Work in teams to build cooperation and communication, and to ultimately achieve department objectives, ensuring world class customer care.
Evaluate and make recommendations that result in increased benefit for both customers and the organization.
Handle all queries, complaints and requests with minimum escalation. Answer all inbound and outbound calls in a professional, courteous and efficient manner
1. Resolve Customer Queries
2. Technical Support Documentation
- To ensure that 1st line support staff members have the most up to date 1st line trouble shooting information
3. Liaise with Dealers
- Provide additional technical information and support on products and services.
4. Training
- To become a source of knowledge and subject matter expert on all technical aspects of the wireless broadband service.
- To devise, generate and deliver in house training courses to trainers.
5. Escalation
In the event that the customer is experiencing a wireless broadband
network based problem this will then be escalated to the 3 Level(3th Party).
In the event that the 1st line team are busy the 2nd line support team will act as an over flow to help provide 1st line support.
Qualifications Requises
Computer Literate.
Be familiar with the configuration and workings of PC’s and IP technologies.
Have experience of 1 or more of the following: WiFi, 3G, FWA etc.
Experience in Internet & VOIP
Narrowband or Broadband ISP experience
Telecoms or Computer Science certification also required.
Excellent oral and written communication skills especially listening skills.
Excellent interpersonal skills.
Excellent telephone techniques.
Time management skills.
Ability to work well under pressure.
Telecoms experience.
Database Administration skills.
Strong problem solving skills.
