Job Description

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.

Job Title: Retail Store Associate

Primary objective of the job:

The Retail Store Associate will be responsible for guiding, advising, selling, and setting up customers’ new products. You will perform other roles within the Store such as maintaining visual merchandising or assisting team members.

You are highly skilled at uncovering customers’ needs, then following through with enlightening solutions. You stay on top of news about products and initiatives, ready to apply your learning in customer interactions. Your success is measured by team and individual productivity as well as overall store performance. You’re proud to represent Digicel, and you get great satisfaction from helping customers develop lifelong relationships with Digicel.

Main Duties and Responsibilities:

• Continuously seek and capitalize on opportunities to meet and/or exceed sales targets, by developing a deep understanding of the Digicel sales process and excellent interpersonal skills. Exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner

• Greet Customers within 60 seconds of entry

1. • Direct Customers to the appropriate service/sales area
   • Queue management – understand the reason for the customers visit and log them appropriately in the Company’s subscribed software

• Present and sell all Digicel’s products and services to new and existing customers following the Digicel sales and service process.

• Complete sales transactions including but not limited to:

• Device Sales
• SIM Sales
• Plan Sales
• Postpaid Sales
• Digicel+
• Handset Sales

• Complete the services below

• Plan Activations
• SIM replacement

• Ensure the effective turnaround time of all queries in accordance with Service Level Targets set by the Retail Store Manager.

• Bill Payment (Receive all cash and non-cash bill payments and apply to customer’s account accordingly and adhere to cash management processes.)

• Top up sales

• Retail Store Associates will be expected to assist customers, both consumer and corporate, in resolving the queries below with the respective Service Level Agreements:

• Bill Queries
• Repair Submission
• Repaired handset Collection
• Account Change Requests
• Handset Troubleshooting requests
• Call Detail Requests
• Showcase the benefits, value, and usefulness of Digicel products to make them desirable to potential customers
• Boost sales by facilitating in-store demonstrations

• Meet sales targets set by the Retail Store Manager

Academic Qualifications and Experience Required:

• • • Minimum of five (5) O’Levels passes (including Math and English) or equivalent combination of education and experience.
    • A minimum of one to three (1-3) years’ experience performing similar role/duties.
    • Experience in and with the mobile telecommunications sector would be considered an asset
    • An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills:

• Knowledge of a second language (Spanish, French, etc) would be considered an asset

• Excellence in Service
• Problem Solving
• Business Focus
• Leadership
• Integrity
• Commitment
• Cost Management
• Performance Management
• People Development

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 list of activities, duties or responsibilities required of the incumbent. Incumbents 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.