Order Care Management Agent

About the role

Digicel is hiring an Order Care Management Agent in Kingstown, reporting to the Sales & Operations Supervisor and supporting the Mobile (postpaid) and Fibre business units. The agent processes, coordinates and tracks customer orders so that applications are validated, orders are processed efficiently and service activations and installations meet service level agreements. The role links Sales, Technical Operations, Dispatch, Billing and Customer Care.

Key responsibilities

• Receive, review and process Mobile and Fibre applications and service orders, validating customer information and eligibility before entry into CRM, order management, billing and provisioning systems.
• Track orders from submission through activation, installation and billing readiness, and follow up on pending, rejected or outstanding orders.
• Coordinate with Technical Operations, Dispatch and Installation teams on activation and installation, and escalate bottlenecks and provisioning failures.
• Manage service request queues and cases (TRCM, Engine, HeadEnd and other approved systems), prioritising by age, urgency and SLA, and escalating unresolved issues to the supervisor.
• Contact customers to confirm application details, follow up on pending orders and installation appointments, and handle routine enquiries and order-related complaints.
• Verify that orders, activated services, packages and charges are correctly recorded, and resolve billing discrepancies with Billing and Finance.
• Work with Sales Agents on incomplete applications, give feedback on rejected orders, and recommend improvements to application quality.
• Maintain daily records of orders and cases, prepare updates on backlogs and turnaround times, and take part in quality checks and audits.

Required profile

• Diploma or associate degree in Business Administration, Management, Customer Service, Information Technology or a related discipline; equivalent relevant experience may be considered.
• Minimum of 1-2 years' experience in customer service, sales administration, order processing or operational support.