Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- 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 French language
- 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