Vacancy details

Vacancy title
Customer Service Adviser_Swedish
Ref
35692
Function
Customer Service
Location
UK | Edinburgh
Required language
Swedish
Contract type
Permanent
Employment type
Full time
Closing date
31/12/2019
 
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Description

SYKES is a leading, global digital-marketing and customer-care outsourcer with offices in 23 countries around the globe.

SYKES has been in Edinburgh for more than 20 years! We have over 1000 people working for various clients in our contact-center, based on the West side of Edinburgh – right beside Heriot Watt University.

We provide customer support services for Finnish OR Swedish OR Norwegian speakers and if that doesn’t sound exciting to you, we can assure you it is! We challenge you to come and work for us in a multilingual, fast paced environment, where most speak at least two languages, and we communicate daily with people in many different countries.

Join SYKES team professionals and we will offer you:

  • Professional development through training programs -> modern technologies and customer management
  • Exposure to a multicultural and multilingual environment
  • Coaching opportunities
  • Real possibilities of career development
  • Employee benefits scheme that works with the best UK retailers
  • A modern, dynamic and friendly working environment
  • 40 hour contact. 

RESPONSIBILITIES AND END RESULTS

  • To answer user posts in social networks and escalate posts to higher level and client product managers
  • To represent our clients in social networks in line with provided culture and corporate guidelines and training
  • Other Non-voice activities such as Chat, Email and Consumer review moderation and engagement will be considered if the volume of Social media activities is low.
  • Provide complete, accurate and timely support/assistance to addressable mentions in social networks on customer service and technical ‘knowledge’ issues, adhering to timetable and service levels agreed
  • Ensure that escalations are processed correctly and in a timely manner using the appropriate and necessary escalation tools and processes
  • Provide accurate and relevant feedback on processes, tools and issue drivers to clients and internal
  • SMA will have to advise users of the most appropriate and accurate solutions by either pointing them to knowledgebase articles or directly responding to their inquiries
  • Other Non-voice activities such as Chat, Email and Consumer review moderation and engagement will be considered if the volume of Social media activities is low.
  • To advise customers of the most appropriate options/solution
  • On a daily basis calls are monitored to provide information relating to the individuals performance. 

EXPERIENCE, EDUCATION, KNOWLEDGE AND SKILLS REQUIRED

  • Preferably 3-6 months of contact centre experience
  • Fluent in English and Swedish
  • Prior experience managing social media is a plus
  • 5 GCSE's/Standards Grades A-C / Equivalent (must include English)/ 5 Standards required
  • High-level understanding of social networks and social media
  • High-level knowledge of Internet, and online applications and services
  • High quality written and verbal communication skills
  • Ability to analyze and provide feedback on issues and volume drivers impacting KPIs
  • Good comprehension skills and thorough attention to detail
  • Good understanding of MS Office programs
  • Ability to work on own initiative and under pressure in order to achieve deadline
  • Proactive, friendly and a team player.

INDHP

 

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