Job description Are you ready to join a global team of more than 55,000 amazing SYKES team members who focus on serving and helping our customers and each other?You are taking the first step in creating what could be your lifelong career, or maybe this is a step in your journey for the next few years. Either way, you will gain valuable skills and work experience that will help you become a better and more talented professional.At SYKES, we put our customers first and strive to ensure each and every call provides a fantastic experience. We truly enjoy helping people and know you do too!GENERAL PURPOSE:This Customer Service Support job is responsible for providing professional and courteous service to Small and Medium Business Customers. The ability to anticipate customer needs and implement solid service solutions derived from multiple information sources is crucial to meeting and exceeding customer service objectives.ESSENTIAL DUTIES AND RESPONSIBILITIES:Answer inbound customer requests or inquiries concerning service, products, equipment and report problem areas. May be required to work in one or multiple systems and utilize multiple screens to find information and solve problems. Triage, troubleshoot and resolve known service issues and address routine customer questions.Examines complex problems to assist customers with appropriate solutions.Answers inquiries by researching, locating, and providing information.Analysis and diagnose problems.Courteous and able to demonstrate sensitivity to customer needs.Speaks to customers with empathy and an understanding of urgency.Uses listening skills to ask probing questions, understand concerns, and overcome objections.Continually maintain working knowledge of all client products and customer's services. Develops rapport quickly to address customer questions in a timely manner via email or phone.Providessupport to B2B customers.Communicates with team leaders, team members and other teams regarding problems, solutions and trends.Must be flexible with schedule and willing to work any hours required by business demand, 7 days a week. EDUCATION and/or EXPERIENCE:High School Diploma or GED required. A college degree or 2 years of technical work experience preferred. Six months to one year of experience in a high volume, fast paced customer service or call center environment, providing email and/or chat support is highly desired. Baseline technical skills required to be furthered trained to meet client specific requirements. Experience working with Business-to-Business (B2B) preferred.QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must be able to understand telecom industry questions.Strong technical and analytical skills needed.Proficient in general computer technical skills; mobile, chat, email and software.Accurate typing skills of 45 wpm (words per minute) preferred.Communicates (verbal and written) complex issues in ways that the customer easily understands and can successfully apply the solution.Flexes communication style to match the customer need. Diffuses emotional customer situations effectively and recognizes when to de-escalate.Strong problem-solving skills.Ability to communicate with customers professionally, meaningful and grammatically correct.Dependable with proficient attention to detail.Ability to utilize Microsoft's Windows Operating System and Microsoft Outlook for email.Must be flexible and able to adapt to shifting priorities, multiple demands, ambiguity, and rapid change.Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environmentWillingness to rotate shifts, as needed, strongly desired. Must possess a professional and friendly attitude.Here's some other great things available to you at SYKES:$12 per hourFull time work hoursTuition reimbursementMedical, Dental and Vision benefitsPaid Time Off 401K and employer contributionsCareer advancement job opportunitiesOn the job paid trainingCOMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law.EEO.Required qualifications, skills and experience Customer service experienceStrong written and verbal communicationAbility to multi-task and independently solve complex issuesAbout SYKES Every time a SYKES customer service representative takes a call they have the chance to help someone answer a question, solve a problem, or find something they need. Helping others, we find meaning in our jobs, while working with people who become friends and who are fun to work with. With supportive, caring leadership, our reps enjoy ongoing career opportunities. Serving clients in an array of businesses, our call reps learn about some of the most exciting and leading industries in today's economy.
28 Oct, 2019