Contact Center Agent
in our Commercial Division with duty station in “Belmopan”
ABOUT DIGI:
Digi owns and operates Belize’s most advanced telecommunications network, offering a full suite of wireline, wireless, and data services. From LTE mobile and fiber internet to innovative digital solutions, Digi is committed to delivering high-quality, reliable, and forward-thinking services to its customers nationwide.
ABOUT THE ROLE:
The Contact Center Agent serves as the primary face of the company, driving customer satisfaction and revenue growth through high-quality interactions across phone, email, and social media. This role balances technical support with proactive sales, providing Tier 1 troubleshooting and efficient resolution while identifying necessary escalations to Tier 2. Operating in a dynamic, rostered environment, the Agent utilizes upselling and cross-selling techniques to promote products and services through both inbound requests and outbound campaigns. Every interaction is managed with Customer Excellence at the forefront, ensuring all inquiries and follow-ups align with Quality-of-Service procedures and the company’s strategic mission.
STANDARD JOB REQUIREMENTS:
- Preferred Associate Degree in Business or equivalent qualifications OR High School diploma with 3 years’ experience in sales, customer service or contact center industry
- Minimum of 3 (three) years ‘experience is Sales, Customer Service or Contact Center Industry.
- Bi-lingual (English/Spanish) is a plus
KEY RESPONSIBILITIES:
- Sales and Customer Retention: Accurately process customer requests and applications for service and follow up to ensure sales is closed and customer is satisfied. Ensure key personnel biodata and information is captured to support the sale of products and services.
- Customer Experience and Customer Support: Collect, analyze, interpret, monitor and escalate activities and customer interaction to identify requirements and information useful in optimizing customer experience. Make recommendations for improvements
- DigiWallet: Execute change requests to customer accounts ensuring proper screening and provide 1st Tier support to Digiwallet customers
- Audit Controls, Administration and Compliance: Adhere to department’s compliance checklist on a daily, weekly and monthly basis to abide with all audit controls, established processes and procedures to be able to properly monitor for adherence and transparency.
SKILLS & PERSONAL ATTRIBUTES:
- Sound knowledge of telephone etiquette.
- Written and Verbal Communication Skills
- Reporting and analytical Skills
- Maintain a high level of professionalism and confidentiality
ABOUT OUR OFFER:
Compensation package to commensurate with experience and qualifications.
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 of three (3) recent professional references should be submitted electronically no later than Tuesday, April 14th, 2025, and addressed to:
Employee Relations Manager
Belize Telemedia Limited
📧 digicareers@livedigi.com