Vacancy details

JOB TITLE:    Customer Support Representative

REPORTS TO:      Program Manager

1.        PURPOSE OF JOB

To provide a professional and efficient customer service function for client projects in line with client contractual agreements.

2.            RESPONSIBILITIES

·        Handle to all customers inbound and outbound enquires within given timescales, efficiently and effectively through all channels of communication

·        Answer all general enquiries from all levels of Samsung customers.

·        Recognise when a problem or query should be transferred to another department or Tier 2.

·        Deal with all non-voice transactions as requested or required.

·        Web chat

·        Chat

·        Email handling

·        Expended warranty sales

·        Back office activities

·        Other tasks required by manager

·        Enter and retrieve information into local CRM systems.

·        Maintain and update customer and internal information.

·        Supply information in order to provide solutions for customers.

·        Other task required by manager

3.        PLANNING AND ORGANISING

·        Manage time and workload in order to meet administration requirements of the role.

4.        DECISION MAKING

·        Advise and provide proper solutions for all channels enquires

·        Use guidelines provided and own initiative to decide if a problem / query should be escalated.

5.        COMMUNICATION

·        Promote a positive image of the organisation by all channels of communications.

·        Create and maintain effective working relationships with colleagues.

·        Follow through the correct escalation process

 6.       SUPPORT BY MANAGEMENT

·        Minimum supervision is required but is readily available.

·        On a daily basis transactions are monitored to provide information relating to the individuals performance.

 7.       EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

Full details of both pre and post training minimum skills are held within the department.  Pre-recruitment experience, knowledge and skills required are:

·        Excellent communication skills.

·        Previous customer services experience preferred.

·        Good organisational skills.

·        PC Literate.

·        Ability to work on own initiative and under pressure in order to achieve deadlines.

·        Ability to multi-task whilst speaking with Customer.

·        Previous experience in customer service or IT is considered a plus

8.            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.

9.            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.