Job title: Creative Pro Specialist
Reports to: Operational Tech lead
Job Purpose:
As a Creative Product Specialist, you will act as the focal point between SYKES and SONY in resolving advanced customer technical issues. You will be providing product expertise and knowledge to the SYKES team, leading to an enhanced customer experience.
Responsibilities:
- Providing advanced technical knowledge to resolve customer’s cases in a timely- manner
- Handling calls, and emails escalations
- Supporting DI calls when needed
- Collating and maintaining records of escalations within the SONY account. This includes maintaining daily reports & collating weekly reports which are forwarded to the SYKES Sites, the EMEA team and client as necessary
- Designing and delivering training modules to address strategic technical needs when required
- Gaining the commitment of employees to utilizing the Knowledge Base and the Client’s quality metrics
- Ensuring Client satisfaction on knowledge base quality and accuracy
- Guaranteeing, through collaboration with SYKES EMEA Team, effective maintenance, and envolvement of the Right Now knowledge base, and thge rollout and usage across SYKES sites that support SONY
Core Competencies:
- Communication
- Flexibility
- Analysis
- Customer Focus
Experience, Knowledge, Skills Required:
- Skills Required:
- Fluency in the English Language
- SONY knowledge
- Advanced Knowledge in (Microsoft Office applications- Word, Excel, PowerPoint, MS Project)
Additional Requirements:
- Advanced knowledge of the Client’s products is required
The type of knowledge is aligned to the specific role you are applying for, examples:
- For SVP the following expertise is required, Sound & Video Formats, Panel Types, Digital Video Broadcast Types, Connectivity and media sharing related to the SONY Visual Products
- Qualified to a higher-level education or equivalent. Must have training experience and proven communication skills. Training and/or Teaching qualifications would be a distinct advantage
- Flexible, comfortable working independently, and using own initiative
- Presentation skills would be a distinct advantage
- Strong analytical mind would be preferred
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.
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