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.

Lead and manage a call centre team of agents to ensure customer care KPI’s are achieved.

Analyzing and resolving customer queries in a timely and efficient manner (oral and written)

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. Team Management
Manage the day to day activities of a customer care team.
Produce reports on numbers of calls answered, time to resolution etc and see how these are benchmarked against KPI’s.
2. Resolve Customer Queries
Wireless broadband products and services, billing & general company information.
3. Monitoring, coaching and evaluating
Assessment of calls handled by Agents
Monitoring schedule adherence, Agent Productivity and Call Quality
4. Training
a. Ensure that all customer care agents are trained to a high level so that they are able to answer customer issues.
5. Liaise with Dealers
a. Provide information on policy and procedure
b. Training and Support
6. Motivation
a. Build motivation within the customer care team to ensure a conducive work environment.
7. Escalation
Escalate problems in accordance with the query resolution procedure
As set out in the customer care processes and procedures

Language and Mathematics (or a quantitative subject).
Computer Literate.
Telecoms or Computer Science certification also required.
Ability to manage, motivate & lead a team.
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

CV en anglais et en francais +lettre de motivation