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 excellent support services for Italian and Spanish 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 – > most of our colleagues speak 2 languages
- Coaching opportunities –>on a weekly basis you will frequently receive feedback from your direct supervisor
- Real possibilities of career development -> after only 6 months you can apply for a Trainer or Team Leader role
- Employee benefits scheme that works with the best UK retailers, shops, cinemas
- Annual holiday -> 29 days upon starting with us
- A modern, dynamic and friendly working environment -> Treat Fridays – doughnuts, free hot beverages, cake and fruits
- 20 hours contract. If you are studying, already have a job or are simply looking for flexibility, we might have the right working schedule for you - 20 hours per week over the 5 days, between 8am-5pm.
RESPONSIBILITIES AND END RESULTS
The main purpose of this role is to work closely with our client to provide professional and efficient support to their final customers. You need to effectively use your excellent customer service skills for customers, assist them with their inquiries over the phone or by email and always give the best resolution. We work on a fast paced environment and flexibility matters.
- To respond to all client activities within given timescales, efficiently, effectively and accurately.
- To develop and maintain a full knowledge of client processes and services.
- To be able to recognize when a problem or query should be transferred to another department or a more senior member of staff.
- Logging of all activities accurately and in line with procedure within client CRM tool.
- Responsible for maintaining and updating all administration.
- To meet minimum monitoring criteria
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
- Fluent in Italian, Spanish and English
- Previous experience in customer service is a plus
- Commitment to a high level of accuracy & attention to detail
- Ability to work on own initiative and under pressure in order to achieve deadlines.
- Good organizational skills.
- Proficient in the use of MS Excel
- ECDL qualification an advantage
- Eligibility to work in the United Kingdom
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.