Sitel is one of the world’s leading Business Process Outsourcing companies, with a proven track record of success spanning over 155 sites in 27 countries. Sitel redefines outsourcing excellence in the contact centre, by raising the bar on expectations and placing people centre stage.
We care deeply about our relationships with our clients, our customers and our employees.
An exciting opportunity has arisen for an experienced Technical Customer Service Advisor to join our Kingston site, and provide our well known client with the highest achievable level of customer support.
Summary of Primary Job Responsibilities
The position of customer service advisor consists of handling inbound enquiries relating to technical issues regarding a high end printer manufacturer in a contact centre environment.
Key requirement is ‘First Contact Resolution’ to deliver the highest quality customer experience on every transaction
Leading customers through step by step instructions around, trouble shooting, hardware and software enquiries
Accurately create and update and maintain a ticking system in regards to customers cases
Pro-actively updating your technical knowledge through the use of knowledge base and self-learning
Consistently striving to meet Key Performance Indicators and exceed customers’ and clients expectations within a competitive environment
Consistently achieve call quality score goals to meet client and customer satisfaction goals.
Handling pre-sales enquiries and opportunities
Assisting customers to navigate around the client’s website
Other duties as assigned
• Educated to GCSE level or equivalent (Minimum C grade in Maths and English)
Proven Customer Service experience including written communication
Contact Centre experience desirable
Excellent typing skills and verbal communication
Demonstrate a positive, confident and professional attitude
The ability to solve problems
Demonstrate establishing a rapport with customers
Demonstrate concluding calls/e-mails professionally i.e. summarizing
Demonstrate working effectively as part of a team
The ability to capture data accurately
Fluent Swedish and English language skills.
Working hours: Mon-Fri, 8.00-18.00, 37.5hours/week