> High School Diploma (Bachelor’s Degree in economy constitutes and advantage);
> Advanced level of English C1;
> 1-year of previous experience in a similar position;
> PC literate and basic know-how about the Microsoft Office tools;
> Proven excellent communication skills;
> Previous experience in technical support or in a high volume, fast paced customer service or call centre environment (constitutes an advantage);
> Technically minded – good know-how and understanding of telecommunication consumer products;
> Logical approach – able to deduce and diagnose issues based on minimal input;
> Must demonstrate strong soft skills and maintain a professional approach under any difficult situation;
> Must be able to work under pressure and have a flexible approach;
> Cultural sensitivity – possess and assimilate cultural differences and adapt to different cultural demands.
> Provides phone support by answering inbound customer requests or inquiries concerning services, products, equipment and billing;
> Research, locate and provide accurate information with a solution-oriented mindset;
> Triage, troubleshoot and resolve known service issues and address routine customer questions;
> Examine and research complex problems and assist customers with appropriate solutions based on existing procedures;
> Provide inbound/ outbound calls based on request / process requirements;
> Perform upselling / cross-selling activities as per the Client need;
> Track a large number of client interactions and needs without compromising the quality of service;
> Demonstrate sensitivity towards customer needs;
> Report in due time to all relevant internal parties (TL, TM, SME, QA, Trainer, Manager on Duty) - any roadblocks / technical issues in delivering the service at the highest standards;
> Continuously look for areas of improvement and communicate trends in customer calls to leadership as applicable;
> Adapt to different cultural values and pursue improving cultural-specific interpersonal skills;Mentor, guide and proactively transfer knowledge, while promoting only the best practices, to less experienced CSR staff.
> Availability for a 24/7 in 8.5 hour rotated shifts
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.
Compania aceasta caută candidați cu un anumit set de abilități. Acest test îl va ajuta pe angajator să aleagă cea mai potrivită persoană pentru job. Testul va fi în engleză sau în limba străină pentru care aplici și e posibil să conțină și un scurt video test.
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