Service Delivery Agent (Kingston, Jamaica) - Digicel

 

Job Profile: Service Delivery Agent

Primary Objective:

To process all service requests using information from various sources, ensuring accuracy and completion.
Accurately process service applications for all DIGICEL H&E customers and make any updates/changes, discounts, costs, to customer records when required on the related systems, e.g. TCRM.
Provide support to internal support teams as it relates to customer queries and service requests within given guidelines

Main Duties and Responsible:

• Ensure accurate and timely provisioning, maintenance and updates of all customer accounts
• Action outstanding service requests for all DIGICEL customers that are submitted on POS/Remote Authorization via the Channel Partners
• Contact customers to discuss/clarify request for services and manage email and fax requests by processing.
• Answer and provide support to the Toll Free/Symposium telephone line for dealers and Dispatch Team as per agreed SLA
• Liaise with Sales Representatives and Account Managers, to validate, assess and analyze service requests and where necessary make amendments to service requests.
• Acknowledge receipt of orders by way of return call or email to customer/Account Manager.
• Perform any other job related duties that may be required

Academic qualifications and experience required:

• Five (5) CXC or GCE Subjects (inclusive of English and Mathematics or an equivalent numeric qualification).
• At least six (6) months working experience in a customer service environment.
• Knowledge of Microsoft applications; Word, PowerPoint, Office Outlook, and Excel

APPLY TO DIGICEL