Customer Experience Agent

About the role

Digicel, a digital connectivity and communications provider serving nine million customers across the Caribbean, Central and South America, is hiring a Customer Experience Agent in Kingstown. Reporting to the Retail Lead, the agent delivers exceptional customer service, retains customers through effective communication and issue resolution, and represents the company's values in every interaction.

Key responsibilities

• Provide timely, professional assistance to customers by phone, email or chat, covering accounts, services, billing and technical support.
• Identify customers at risk of churn, promote alternative plans, upgrades or offers, and follow up until satisfied.
• Resolve complaints and issues within set timelines, collaborating with Technical Support, Billing and Sales teams.
• Document customer feedback and share insights with the CX team, and take part in retention campaigns and surveys.
• Maintain up-to-date knowledge of products, services and promotions, and educate customers on self-service tools.
• Log interactions and resolutions in the CRM system accurately and in line with privacy policies.
• Meet targets for call quality, retention rate and CSAT, and take part in coaching and training.

Required profile

• 1-2 years of experience in customer service, sales or retention roles.
• Strong communication and interpersonal skills, able to handle difficult conversations and negotiate positive outcomes.
• Proactive, customer-focused approach to problem solving.
• Ability to work irregular hours, including weekends and public holidays.

Required skills

• Familiarity with CRM systems and customer support platforms.
• Basic proficiency in Microsoft Office Suite.
• Written and oral communication, leadership, motivation, time management and organisation.