Vacancy details

Vacancy title
Italian Customer service representative
Ref
65695
Function
Operations
Location
UK | Edinburgh
Required language
Italian
Contract type
Permanent
Employment type
Full time
Closing date
17/07/2020
 
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Description

Italian Customer service representetive

Nuance is an American multinational computer software technology corporation, headquartered in Burlington, Massachusetts, United States, that provides speech recognition software and applications.

Current business products focus on server & embedded speech recognition, telephone call steering systems, automated telephone directory services, medical transcription software & systems, and optical character recognition software.

How Sykes supports Nuance:

We provide Customer Service and Technical Support for the following European languages:

  • German
  • French
  • Italian
  • Spanish
  • Dutch

Helping and support the following Nuance Product:

  • Dragon Naturally Speaking (PC)
  • Dragon Anywhere (Phone App)

The service we offer is handled in an inbound manner, where the customer gets in contact with our department for assistance. There will be no outbound calls unless exceptionally asked by a supervisor.

It is provided via telephone and email, and we aim to offer solutions, workarounds and answers to the best of our abilities, to aid the customer with their queries.

 

Customer Service Role Requirements:

In order to be considered for this position, candidates must be able to demonstrate the following skills and experiences:

  • Fluency in English and Italian.
  • Ensuring that cases and calls are logged in accordance with the Data Quality guidelines and procedures. And to meet minimum monitoring criteria.
  • To complete required training, and pass all verification tests.
  • Must be able to work under pressure and be flexible when required.
  • The ability to work within a large team.
  • To respond to all customers enquiries within given timescales, efficiently and effectively.
  • To develop and maintain a full knowledge of client products and services.
  • To be able to recognise when a problem or query should be transferred to another department or a more senior member of staff.
  • To deal with all correspondence as requested/required.
  • Responsible for maintaining and updating all administration relating to all customer contacts.
  • To consult product manuals, to be able to advise customer of appropriate options and solutions.
  • To be able to make a sale and/or upsell the correct product for the customers’ needs.
  • To meet and exceed targets set by the Client and SYKES.

Support:

As a Level 1 agent you will have the following support:

 

  • Level 2 (and through them PM and Client)
  • Team Lead
  • Team Manager

 

Shifts:

We currently operate between: Monday – Friday, 40 hours a week.

Shifts are either 8:00 to 16:30 or 8:30 to 17:00, you will be informed upon completion of your training which shift has been allocated to you.

Skills You’ll Need… 

  • Fluency in English and Italian.
  • Experience of or aptitude for Customer Service.
  • Good organisational skills.
  • A minimum of 20 wpm on a keyboard.
  • A working knowledge of MS Word/Excel
  • Excellent communication skills and the ability to remain calm in all situations.
  • Ability to work on own initiative and under pressure in order to achieve deadlines.

Desirable Skills 

  • Experience in sales and/or upselling.
  • Technical background advantageous but not required, this is for your own progression only.

Benefits

  • Learning and Development courses.  
  • Career opportunities within the account and across the site.
  • Quarterly incentives from SYKES and our Client (Sales related).
  • The Client offers a Seniority Reward Scheme after 12 months in the team, dependent on performance.
  • Perkz: employee benefits scheme that works with the best UK retailers. 
  • Free tea and coffee.
  • Chill out room.
  • On-site summer fun fair, charity days, cake and coffee days, and more!
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