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.
French Customer Service Adviser
About the job…
We are currently recruiting for a Customer Service Adviser to join an exciting Client, leader in Personal, Home and Car Audio systems.
The main purpose of this role is to work closely with the client to provide professional and efficient support to their customers.
The role is Monday through Sunday, giving you flexibility around your work-life balance.
What You’ll Do
- Manage incoming contacts including inbound calls, emails, chats & Social Media.
- Identify and assess customers’ needs to achieve satisfaction.
- Provide accurate, valid, and complete information by using the right processes/tools.
- Work with spare parts and marketing departments to resolve problems
- Ensure accurate documentation of each contact
- Handle contacts related to
- Resolve consumer complaints related to service centers, products, business practices, policies, etc.
- Questions concerning consumer audio electronics: headphones, portables, home audio, and car audio products
- Online web-sales support: Product and Parts sales, returns, refunds, fraud
- Products’ features, benefits, applications, compatibility, and comparability
- Recommend new products – Upsell and Cross-sell wherever possible
- Take initiative to learn new programs and scenarios, increase knowledge and understanding of their products.
- Report problems related to customers, operations, telephone system and/or system hardware/software to appropriate resource.
- Abide by their policies and security requirements.
- Make outbound calls to customers when needed according to procedure.
- Advise customers of the most appropriate options/solution
- Using your initiative to decide if a problem/query should be escalated
Skills You’ll Need…
- Passion for music & Customer Service
- To respond to all client activities within given timescales, efficiently, effectively, and accurately
- Good interpersonal and communication skills
- Excellent troubleshooting skills
- Basic knowledge about WIFI and home network. Connect PC, Phone or tablet to network access.
- Knowledge/awareness of Bluetooth, standard A/V connections (HDMI, SPDIF etc.), wireless devices, Android, iOS, Windows
- Streaming Services knowledge
- Fluent in English and French – both written and verbal
- To have the ability to manage own workload within a demanding environment
- Excellent attention to detail
- Commitment to a high level of accuracy
Desirable Skills
- Technical background would be an advantage
Working Hours
- 40-hour contract
- Monday to Sunday between 8am to 5pm
- Weekends between 8am to 4.30pm
Benefits
- Perkz: employee benefits scheme that works with the best UK retailers
- Learning and Development courses
- Career opportunities within the account and across site
- Significant discounts for Client's products
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.