A family of global businesses delivering business process outsourcing services, SYKES sets the standard for excellence in customer service. SYKES brings over 30 years of service expertise to every customer interaction. As the service provider of many Fortune 500 companies, industry leaders trust SYKES to help build and sustain profitable customer relationships that last a lifetime. And we deliver. At SYKES, we don't leave customer interactions to chance. Using our proven Science of Service approach to customer care, we continuously observe, evaluate and adapt to meet the ongoing and changing service needs of customers.
The Job
Notice: this job requires fluency in both Dutch and English verbal and written communication. EU citizenships required. If you're not fluent in Dutch or would need a work permit, there is no point in responding. Thanks for understanding.
Outline Job Description To acknowledge, research and give solutions to the technical queries from the customers of our clients and to log the details accordingly
The Role • Accountable for providing a high level of technical support to our Clients’ customers • Ensures that all communication with customer is within Clients’ and Sykes guidelines • Follows prescribed problem resolution procedures • Handles customers’ technical problems arising from the clients product • Ensures that cases and calls are logged in accordance with the Data Quality guidelines • Ensures that all data is collected accurately • Ensures that service levels are achieved as communicated by the Account Management • Strives to gain more knowledge in any aspect possible and as such become a key member of the team • Understands and uphold the Account support boundaries
Communication Skills • Competent in use of all technical methods of communication e.g. fax, email, telephone, chat • Conveys information clearly and effectively both written and verbal • Listens actively and effectively
Teamwork • Works well with others • Motivates and reinforces teamwork • Develops rapport and trust • Works to own standards and team standards • Acts where possible Pro-active
Problem Solving • Understands the relevant aspects of the client products supported • Strives to maintain a sound knowledge of the client, the account and Sykes procedures. • Problem solving capabilities • Data capture and data quality
Client Focus • Time keeping and attendance • Flexibility • Displays a positive attitude to customer, client and to the team
We ask
Education: • Secondary school/further educational qualification or equivalent
Experience (number of years and type of experience): • Previous experience of working in a Customer Support environment • Previous experience on dealing verbal and non-verbal with customers
Technical or specific skills (e.g. technical, computer) • Speaks and writes requested languages native or near-native • Speaks and writes Dutch and English to a substantial level • A working knowledge of MS Word / Excel • Advanced knowledge software and Operating Systems of but not limited to Windows XP, Windows Vista, Windows 7 and Mac OS. • Substantial knowledge of computer hardware and the ability to find ways to solve occurring hardware issues.
We offer
Competitive salary and compensation package tailored to your specific skills and experience. To apply, please email your CV to joinus@sykes.com
Contact person (please do not apply through mail, only applications through the apply button will be processed. No apply button? This vacancy is closed)
