Customer Care Agent

Digicel Fiji·Suva

Other·Full time

Salary not disclosed·Listed today

About the company

Digicel Fiji (PTE) Limited is part of Digicel Pacific, a telecommunications provider operating in the region. The company is an Equal Opportunity Employer and maintains a Head Office in Suva.

About the role

This role sits within the Customer Care Team at Digicel's Head Office in Suva, reporting to the Customer Care Team Leader. The Customer Care Agent handles inbound and outbound phone calls while adhering to quality standards, and works to effectively solve customer issues, complaints, and inquiries. Customer satisfaction is expected to remain central to every decision and behaviour in this position.

Key responsibilities

• Respond to all inbound and outbound calls in a professional, courteous and efficient manner following organizational processes and guidelines
• Promptly deal with customer queries, complaints and requests with minimal escalation via email and other digital channels (Live Chat, Facebook, Twitter, Instagram)
• Follow set communication guidelines in addressing the needs and problems faced by customers
• Build positive work relationships with customers to enhance the image and public perception of the company
• Conduct outbound calls to customers to promote new products and services
• Oversee the timely management of outgoing calls
• Help build cooperation with teams and achieve departmental objectives, ensuring seamless care for Digicel customers
• Evaluate and provide recommendations encouraging increased benefit for both customers and the organization

About the successful candidate

• At least 2 years' experience in a customer service position
• Good interpersonal and communication skills
• Previous customer service experience preferably in a call centre, travel or hospitality setting
• Strong verbal and written communication and interpersonal skills, with fluency in English; Fijian or Hindi is an added advantage
• Excellent typing skills and knowledge of Microsoft Word, Excel and email programs
• Sound problem-solving skills to find the root cause of customer issues