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1. PURPOSE OF JOB
The purpose of the job is to ensure excellent customer service support to the customers of SYKES’ client. The Advisor is the visit card of SYKES’ client and her/his job is to keep the customer satisfied with high quality service via expertise in product knowledge and excellent soft skills.
2. CUSTOMER FOCUS
Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
Obsesses over the customer experience and constantly strives to exceed their expectations
Able to communicate clearly and effectively, both written and verbal (in required language)
Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues
Approaches problems flexibly and can adapt and modify approach without compromising the outcome
Learning aptitude:
Thrives in a team environment: able to seek and provide expertise, challenge productively and help others succeed
Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
Stays curious and inquisitive in the pursuit of professional excellence
Effective time management strategy including ability to multi-task, prioritize, organize and balance workload
Technical knowledge and expertise:
Professional and/or personal technical troubleshooting experience
iOS, Smartphone, Tablet, PC or Mac experience is preferred
Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others
Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
Confident navigating through multiple systems and tools to research, comprehend and deliver solutions to customer in real time
Resilience:
Able to self-manage and work independently in a fast-paced and highly-demanding environment
Embraces repetition of core job duties, yet eager to take on more responsibility when needed
Strong sense of professionalism exhibited by remaining positive, calm, and composed under pressure
Self-awareness to identify, address and manage navigating through challenges associated with the role
Remains focused and poised despite criticism and setbacks
Eager to receive feedback, embraces coaching and demonstrates changes as a result
Communication:
Demonstrated language fluency in Italian (Native or near native, C1/C2 level), and fluency sufficient to comprehend the account training and Procedures for all Advisors in English
Demonstrated ability to write in English
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