Customer Care Agent

At Digicel Pacific, we’re on the lookout for dynamic individuals to join our expanding team. If you thrive in a fast-paced telecommunications environment and meet the desired qualifications, we’d love to hear from you!

We are currently seeking a highly motivated individual to join our Customer Care Team at the DTL head office, reporting to the Customer Care Manager. This is an exciting opportunity to be part of our growth and innovation!

The Customer Care agent is responsible for analyzing and resolving customer queries in a timely and efficient manner (oral and written). The person for this role will be required to handle all queries, complaints and requests with minimum escalation. Answer all inbound and respond to outbound calls when required in a professional, courteous and efficient manner following organizational process’ and guidelines

Core responsibilities: 

• Deliver 97% overall call quality (Job Knowledge and Call Quality)
• To achieve an average talk time of 2 minutes, maintain 12 calls per hour, 75 daily on duty.
• Log 100% of tickets on Zendesk (quality of case, relevant information, case category must be correct).
• To have no more than 12 late minutes per week and 5% absence per month over the DPR period. To have at least 83% schedule adherence over the DPR period. It is a requirement to log 7.5 hours for each tour.
• First Call Resolution - FCR to be at least 75%
• People - To attend all QA/TL monthly reviews to enhance quality of calls, job knowledge on calls and effectively troubleshoot on all customer queries
• To effectively meet the Market Target of 50% in your NPS score
• Perform other duties and responsibilities as assigned.

Academic qualifications, Experience & Skills required for this role:

Education

• Certificate or Diploma in Administration/Management or Front Office
• Computer Literacy is essential

• Telecommunication or Computer Science certification also required.

Experience

• Minimum of 1 year experience in a customer services environment

Skills

• Excellent oral and written communication skills
• Excellent interpersonal skills
• Excellent telephone techniques
• Time management skills
• Ability to work well under pressure
• Telecommunication experience
• Database Administration skills
• Strong problem-solving skills

Why Join Us?

We foster an innovative work culture that encourages fresh ideas, offering a competitive compensation package with benefits like medical and life insurance, a mobile handset, call credit, staff Unwired internet & Sky Pacific plans, study leave, a recharge day for relaxation, and many more exciting perks for the right candidate!

Think you’re the perfect fit? Don’t miss out—click "Apply Now" by 5pm on Friday, October 02, 2026! Be sure to attach your cover letter, the latest version of your resume, referee details, and copies of your required qualifications. Ready to join the team? We can’t wait to hear from you!

Digicel (Tonga) Pte Limited is an Equal Opportunity Employer