Job Details
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Job Description
Job Summary:
As a SYKES Technical Support Advisor you are responsible for acting as a liaison between customers and the client. You deal with a variety of incoming contacts to the contact center, answer technical product queries, service issues, order tracking, pre and post-sale inquiries, troubleshooting, handling complaints and problem-solving with the objective of providing first contact resolution where applicable.
Primary Responsibilities:
- Respond promptly to customer inquiries, technical issues, complaints via chat, email, phone or social media
- Obtain and evaluate all relevant information to handle product and service inquiries
- Use various media to reach out to customers and verify account information.
- Keep records of customer interactions and transactions
- Assist with placement of orders, refunds, or exchanges
- Assist with Product Repairs if technical issues cannot be resolved remotely
- Advise on company information
- Maintain customer databases
- Communicate and coordinate with internal departments
- Follow up on customer interactions
- Provide feedback on the efficiency of the customer service process
- Suggest solutions when a product malfunctions
- Inform customer of deals and promotions (when relevant)
- Utilize computer technology to handle high call volumes
- Close out or open call records
- Read from scripts
- Handle changes in policies or renewals
- Answer presales queries about products and technology
- Log necessary information so the second line can quickly review and handle escalations
- Continually learn and take on new information on products and policies and procedures
- Be a Brand Advocate for the client by demonstrating excellent customer service, looking for opportunities to own issues, identify sales leads and retain customers
- Escalation handling and prevention
- Achieve targets based on call handling quality and defined KPIs
- Capture voice of customer feedback
- Provide suggestions on how to improve first contact resolution
Job Requirements
Education and Experience:
- Bachelor’s degree or equivalent
- Ability to communicate clearly and effectively in the Dutch language
- English language communication skills such that you can participate in the training program and use the knowledge base and other sources of information as well as
- Document customer interactions effectively
- Ability to read and write proficiently while multitasking (actively listening to customer and answering questions)
- Ability to type fast on a keyboard
- Courteous with strong customer service orientation
- Good listening and questioning skills
Technical Skills:
- Working knowledge of Windows and Office applications and computer usage
- General hardware and software knowledge
- Ability to understand technical problems, ideally in relation to Android devices
- Ability to diagnose and solve problems following client procedures
- Ability to accurately log problems and their resolutions
- Knowledge/familiarity/interest in current technologies
Key Competencies:
- Interpersonal skills
- Communication skills - verbal and written
- Listening skills
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Data collection and organizing
- Customer service orientation
- Adaptability
- Taking initiative
- Flexibility
- Stress tolerance