Service Delivery Agent

About the role

Digicel is looking for a Service Delivery Agent to join its team in Antigua and Barbuda. You will be responsible for planning, managing and ensuring quality control of home and mobile LTE services, as well as supporting network and firmware maintenance.

Key responsibilities

• Process service applications for all Digicel H&E customers, updating records, discounts and costs in systems such as TCRM.
• Provision, maintain and update customer accounts accurately and on time.
• Handle outstanding service requests submitted via POS/Remote Authorization and channel partners.
• Contact customers to clarify service requests and manage email inquiries.
• Provide telephone support for dealers and the Dispatch Team according to SLA.
• Liaise with Sales Representatives and Account Managers to validate and adjust service requests.
• Acknowledge order receipt through calls or emails to customers or account managers.
• Assist with TDD/LTE production, generate high‑level reports and manage the daily service desk ticket flow.
• Monitor agents’ productivity and perform any other related duties as required.

Required profile

• First degree in telecommunications, engineering or a related field.
• 2–3 years of experience in a similar service delivery or telecommunications role.
• Strong oral and written communication skills.
• Customer‑service training and good analytical abilities.

Required skills

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Outlook
• Microsoft Excel