Retail Store Agent

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Primary Objective:

This role provides first-level customer support and sales in Digicel Retail Stores. The incumbent ensures that the Sales Department meets sales quotas based on sales targets. The position focuses on increasing postpaid, prepaid and home internet activations. The Retail Agent resolves customer complaints, and queries.

Main Duties & Responsibilities:

- Achieve monthly sales targets by increasing prepaid, postpaid and home internet activations on the network.

- Work with existing team to achieve department overall objectives.

- Complete and process service agreements for customers and follow up with support to team members to ensure successful activations and installation.

- Market new products, services and features to existing customers and potential customers.

- Pro-actively introduce and sell add-on products and services to maximize sales revenue, ensuring everything is done to close the sale, limiting discounts, and completing all necessary paperwork, following all relevant procedures and delivering a great service to the customer.

- Ensure all customer needs are met in due time and to the satisfaction of the customer and the company.

- Greeting and acknowledging all customers to establish rapport, providing help and information to customers as requested, and establishing customer requirements in order to identify a particular product and services that will meet their needs.

- Maintaining a good level of product knowledge so as to explain the features and benefits of products and services to customers to enable them to make a decision to buy.

- Keeps current with products, promotions, procedures and applications used to resolve customers’ queries.

- Take ownership of the customer throughout both the sales and after sales process, providing ongoing information and resolution for customer issues as necessary.

- Provide excellent customer service for queries and the efficient resolution of complaints, problems, and refunds within given guidelines, referring to a further authority only if necessary.

- Ensure all customer facing information (tickets, POS etc.) is accurate and up-to-date to maintain compliance with legislation at all times taking personal responsibility for correcting any errors.

- Liaison with the technical team where necessary to ensure that all customer complaints are addressed within stipulated timelines

- To provide support in other areas of the store as required, in order to deal with the needs of the customers and the varying demands of business operations.

- Arrange and manage any repair service required, tracking and resolving any issues arising, and ensuring all stock returned for repair is looked after and protected from further damage whilst in the store.

- Perform any other reasonably assigned duties that may be required.

Functional Skills:

- Team player and result oriented

- Time management skills

- Ability to work well under pressure

- Telecoms experience

- Strong problem solving skills

Academic Qualifications & Experience Required:

- 5 CXC Passes inclusive of Mathematics and English or equivalent

- Previous sales experience or relevant experience in similar role

- Proficiency in Microsoft Office

- Excellent interpersonal skills

- Excellent Communication Skills (oral and written)

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may, and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.