Excellent communication skills in English, written and spoke
Previous customer care experience preferred
Good organisational skills
Able to work on own initiative and under pressure in order to achieve deadlines
Able to multi-task whilst speaking with Customers.
Highly results driven, with the energy and determination to succeed in a very fast paced environment where the pace and quality of response is critical to success
Attention to detail and ability to learn quickly
Must possess the ability to maintain flexibility and openness to a rapidly changing environment
The main function will be to delight customers when communicating with them by phone, email, or live chat. You will work with your peers and leadership team to provide experiences that keep customers happy and achieve our client’s goals.
Respond to customers enquires within given timescales, efficiently and effectively
Maintain a high level of professionalism with customer and work to establish a positive rapport
Recognise when a problem or query should be transferred to another department or Tier 2
Handle non-voice transactions as requested or required
Enter and retrieve information into local customer database system during and after each communication
Maintain and update customer and internal information
Supply information in order to provide solutions for customers
Manage time and workload in order to meet administration requirements of the role
Provide accurate, valid and complete information by using the right methods/tools
Use guidelines provided and own initiative to decide how a query should be resolved and know when to escalate it
Promote a positive image through enthusiastic, accurate and engaging communication with customers
Create and maintain effective working relationships with colleagues
Ensure sharing of information and customer data is carried out in a timely and accurate manner
Any other ad hoc activities that the business would reasonably expect you to undertake
SYKES is a leading, global digital-marketing and customer-care outsourcer. SYKES provides differentiated, full lifecycle customer-engagement services to Global 2000 companies and their end consumers at key touchpoints. Headquartered in Tampa, Florida, SYKES’ comprehensive suite of solutions addresses the needs of major companies around the world — serving such industries as communications, financial services, technology, healthcare, transportation and leisure, insurance, retail and energy.