SYKES is now a part of Sitel Group®, one of the largest global providers of customer experience (CX) products and solutions. With 160,000 people around the globe, in 40 countries – working from home or from one of our customer experience (CX) hubs – we securely connect best-loved brands with their customers every day in 50+ languages.
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.
If you are far from the offices we have in Edinburgh, you can choose to work on a Work at Home Project (please find below the requirements).
HOMEWORKING REQUIREMENTS
You will receive excellent support in the role from a dedicated team manager however as you will be working from home, PC literacy, a high degree of flexibility in your schedule, strong organisation skills, independence and self-reliance are essential.
You will also need:
- A dedicated home office space which is separate, quiet and free from background noise
- A monitor with a resolution between 1280 x 1024 pixels and 1920 x 1200 pixels and a cable for HP Display port or HDMI. Monitor should not have built-in speakers
- An internet router with a free network connection for our computer (the computer will be provided to you free of charge and will be for work use only)
- A broadband connection (DSL, VDSL or cable connection, no Internet radio or satellite) with a Downstream of at least 16 Mbit/s and Upstream of at least 1 Mbit/s
- Comfortable and ergonomically sound furniture
All training will be delivered virtually.
If you enjoy building great relationships with customers and can help make your team/department one of the best, this could be just the start of your career with us.
Learn, Lead & Grow at Sitel Group®!
We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
As we move forward with candidates’ applications while simultaneously working toward a full integration with Sitel Group, candidates may see some communications come from Sitel Group as well as SYKES. While our company name is changing, rest assured that we are still offering award-winning culture built on 40+ years of industry-leading experience and commitment to improving the employee experience.