in our Chief Commercial Division with duty station in Belize City

ABOUT DIGI:

Digi owns and operates an extensive telecommunications network throughout the country of Belize in wireline, wireless, and data services. The company offers and uses a wide range of products and technologies that include fixed line telephone service, fixed wireless, national and international calling services, prepaid services, an advanced LTE mobile network, international voice and data roaming, Fiber internet, and data services

ABOUT THE ROLE:

The Sr. Customer Experience Representative plays a key role in enhancing Digi’s end-to-end customer journey by analyzing support touchpoints, identifying service gaps, and recommending process improvements. This role supports commercial, operational, and technical teams, with a strong focus on front-end systems, training, testing, documentation, and customer impact analysis. The representative also assists in KPI tracking, incident management, and system optimization, ensuring a consistent and excellent customer experience across all channels.

STANDARD JOB REQUIREMENTS:

• Associate degree (preferred) or High School Diploma with 3+ years in Sales, Call Center, or Customer Service
• Strong knowledge of customer support principles, Digi’s front-end systems, and billing platforms
• Skilled in Microsoft Suite (especially Excel and Visio)
• Strong communication, problem-solving, and analytical skills
• Proven ability to work under pressure, meet deadlines, and manage multiple priorities
• Training, testing, and functional support experience is an asset

KEY RESPONSIBILITIES:

• Analyze customer data and discrepancies to identify trends, root causes, and service gaps
• Lead testing and documentation of process enhancements and innovative solutions
• Execute and support internal training programs for new and existing services
• Monitor and escalate customer-impacting issues; support resolution of faults and complaints
• Create status reports and maintain departmental trackers and knowledge base updates
• Assist in front-end operations, outbound campaigns, and call center support as needed
• Collaborate with internal teams to define and implement strategies that drive service excellence
• Ensure proper tracking and documentation of tasks, adjustments, and customer records
• Lead incomplete fulfilment monitoring and work with technical teams to resolve
• Support audits, compliance efforts, maintenance windows, and administrative duties
• Evaluate customer satisfaction trends and provide feedback for continuous improvement

SKILLS & PERSONAL ATTRIBUTES:

• Friendly, professional, and results-driven
• Takes ownership and works independently with minimal supervision
• Organized, proactive, and committed to excellence
• Collaborative team player with a customer-first mindset

ABOUT OUR OFFER:

An attractive compensation package is offered in line with the company’s non-technical salary scale.

HOW TO APPLY:

If you are interested in joining our team, a letter of application accompanied with detailed Curriculum Vitae, copy of certificate from highest level of education, and contact details to three (3) recent professional references should be submitted electronically no later than Wednesday, August 20^th, 2025, and addressed to

Employee Relations Manager
Belize Telemedia Limited
📧 digicareers@livedigi.com