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.
ESCALATION AGENT – FINANCIAL SERVICES
The role of the Escalation Agent is to provide additional support to our Customer Service Representatives who support a portfolio of clients with their day to day enquiries. The role holder will work closely with the team to support high-valued Global Liquidity and Cash Management clients, ensuring client expectations are surpassed.
The role is to provide first level support to the customer service representative team where day to day enquiries require additional analysis as well as managing back-office activities that may arise.
We operate 8am to 6pm, Monday to Friday. However, this may change, and a degree of flexibility may be required.
What we can offer you...
- 40 hours contract with a variety of shifts on a rotational basis
- Up to five weeks training consisting of classroom style courses and side-by-side learning with the existing team
- Learning and development opportunities
- Career prospects within the team and company
What you need to do in return? Well…you need to effectively use your excellent customer service skills to provide friendly and knowledgeable product information to our clients and team. We work in a fast-paced environment where dedication and flexibility matters.
If you feel you would like to be part of this team and you are ready to show your best talents, please apply for this role:
YOUR RESPONSIBILITIES
- Responsible for resolving a high percentage of escalations and/or customer complaints that cannot be resolved at first point of contact
- Engage and coordinate relevant resources as needed to support the client
- Drive consistently high levels of client satisfaction
- Prompt investigation, recording and management of system problems reported by users
- Be a Subject Matter Expert ensuring succession planning, procedures and continuous improvements are championed within the team
- Keep up to date on new or enhanced products/services in order to provide accurate and clear team communications
- Contribute to team and process improvements/enhancements
- Drive consistently high levels of client satisfaction
- Responsible for dealing with customers in a courteous, helpful and professional manner at all times
- Support the operations management team with weekly monitoring targets, providing feedback where necessary and maintaining accurate quality records
- Maintain accurate minimum skills records of all SYKES and client-based training
- Handle verbal and written escalations where appropriate, escalating further only if necessary
- Attend and participate in calibration sessions and client calls where requested to do so
- Allocation of tasks to team as required
- Support the Team Leader to manage the team on a daily basis
- Complete ad-hoc tasks as and when required (both SYKES and client based)
EXPERIENCE, KNOWLEDGE AND REQUIRED SKILL SET
- A strong sense of business acumen
- Relevant product knowledge including knowledge of global liquidity and cash management would be highly valued although not essential
- Previous experience in customer service, preferably in the financial sector
- Experience of planning and prioritising own time effectively, aware of responsibilities and committed to delivering these efficiently
- Consistently achieve objectives set and taken action to improve own performance
- Computer literate: Word-processing, Excel, internet and general systems usage
- Ability to work under pressure within pre-defined SLA’s
- Ability to work in a pressured environment and experience acting to rapid response, time critical events
- Good knowledge of client’s procedures for dealing with customer enquiries, escalations and complaints
- Practical experience of working in a support environment
- Quality monitoring
- Drive consistently high levels of client satisfaction
Subject to Disclosure Scotland background check, sanction screening and credit check.
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.