Vacancy details

1.                   PURPOSE OF JOB

As Customer Service Representative, you will be replying to customers’ questions and inquiries via emails and calls, manage complaints, and provide general information. You will also project a professional company image through voice and online interactions.

2.         Key Responsibilities 

• Provide daily support to users of various applications including answering questions, analyzing problems, and quickly forming solutions
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• Identify and escalate issues to supervisors
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls/emails when necessary
• Adhere to defined procedures, standards and performance expectations

3.            CORE COMPETENCIES

Focus on customer  

·         Accurately identifies customer requirements, expectations, and needs 

·         Follows up with customers to ensure problems are solved

Build Collaborative Relationships

·         Builds relationships with people across a variety of functions within the organization

·         Relates to others in an accepting and respectful manner regardless of their organizational level, personality or background 

4.EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

Skills Required

·         Fluency in the Russian Language.

·         Good understanding of English.

5.            SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs.  Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

6.            ETHICS COMPLIANCE

SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies.  Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to SYKES policies on ethics and integrity