Retention Agent (D+)

About the role

Digicel is looking for a D+ Retention Agent in its Home & Entertainment department in Willemstad. The agent plays a key part in keeping customers satisfied and loyal by identifying and resolving their concerns and offering tailored solutions. The position reports to the H&E Sales Operations Coordinator.

Key responsibilities

• Proactively reach out to existing customers to understand their needs and reasons for possible churn.
• Resolve customer concerns, complaints or dissatisfaction quickly and effectively.
• Maintain a thorough knowledge of the company's products and services to give accurate information and suitable solutions.
• Identify opportunities to upsell or cross-sell products that fit each customer's needs.
• Build strong customer relationships through empathy, active listening and professionalism.
• Work with the Retention Manager on strategies and campaigns to retain customers.
• Collect and record customer feedback to help improve products, services and the customer experience.
• Keep detailed records of customer interactions in the CRM system.
• Meet or exceed retention targets and KPIs set by the company.

Required profile

• High school diploma or equivalent; a bachelor's degree is preferred.
• Proven experience in customer service, sales or a related field.
• Strong interpersonal and communication skills, empathy and problem-solving ability.
• Ability to work in a fast-paced environment and adapt to changing customer needs.

Required skills

• Knowledge of the local market and of Digicel products and those of competitors.
• Familiarity with CRM software and customer retention strategies is a plus.
• Excellent selling, communication and negotiation skills, and the ability to work independently and cooperatively.