Learn, Lead & Grow at Sitel Group®
We believe experiences are everything and that happy associates are successful ones. That is why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 160,000 people around the globe – working from home or one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

SYKES is looking for a Concierge Support Representative. This is a remote position delivering service and support solutions for consumer electronics customers.

This is a high touch and customer communication focused position so you will provide in-depth assistance by answering process questions, provide status updates, troubleshoot issues, follow up on changes or delays and use a full range of administrative solutions to help customers resolve service requests.
You will demonstrate a high-level ability to build customer relationships and have the communication skills that will represent professionalism and the leading-edge quality. Your efforts will drive our customer net promoter score which is one of our key businesses KPI’s.

Responsibilities:
In/Outbound Phone Calls: Handle daily in and outbound calls to customers to set up TV replacement orders, explain the overall process, answer questions, set the expectations and next steps. Communications will follow scripting guidelines and agents will be personable, friendly and professional to build a good relationship with our customers. You will use Nice InContact to manage voicemails and in/outbound calls from customers.

Emails: Send and respond to daily emails from customers to provide answers to questions and update customers on the status of their cases. You will be following our scripting guidelines and use template emails when required. You will use Outlook & Salesforce to manage in and outbound emails.

Case and Order Management: Use reporting to manage case aging and TAT to process orders daily. Ownership of your cases will be required until the replacement is delivered, and customers case has been completed. You will process replacement orders on a daily basis and assist with the overall team WIP case management.

Handling Escalations: You will handle case escalations alongside management to provide the best solutions for each customer case by exercising good judgment within the defined policy and procedures.

Required qualifications, skills and experience

Required Skills:
· Salesforce or Zendesk
· 3-5 years’ experience in a Call Center/Customer Service
· Computer Skills (PC)—2yrs with the ability to work with multiple systems at one time.
· Communication Skills—Fluency in English required with good telephone and written communication skills. Bilingual is a plus.
· Case Management – Manage daily new & existing cases, responding to customers daily, prioritize communications and order processing. Case ownership until completion.
· Escalations – Experience solving escalations as a higher tiered agent in a contact center environment.
· Experience working in a consumer electronics or similar environment
· Time Management – Have the ability to organize daily tasks, customer follow ups, escalations and maintain daily productivity.

Desired qualifications, skills and experience

Preferred Skills:
· SAP
· InContact
· Microsoft Tools (Outlook, Excel, Word, OneNote, Teams)
· Smartsheets

Job Type: Full-time

Pay: $15.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Remote

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