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Technical Advisor

ROLE TITLE

BUSINESS UNIT/DEPARTMENT

Advisor 

Operations

REPORTS TO

LOCATION

Team Manager

Barcelona

 

1. ROLE PURPOSE

To deliver an outstanding  customer experience of the very highest level during all customer transactions via chat, email and phone, and to promote suitable products and services as directed by Sitel’s Clients and as required by the individual needs of each customer.

To maintain the clients culture of excellence and commitment to quality in every aspect of their work.

 

2. PRIMARY RESPONSIBILITIES

Deliver a quality customer experience on every transaction.

 

Provide first contact resolution of customer issues via chat, email and/or phone.

 

Provide customer satisfaction and create promoters based on the service delivered.

 

Ensure that all customer contacts are handled in an efficient, effective and customer-centric way.

 

Troubleshoot and handle the most complicated and sensitive of customer inquiries.

 

Ensure that all the client inquiries are recognized, recorded, confirmed and solved effectively as measured through customer surveys and internal SLAs.

 

Ensure that adherence to required shift schedules is observed at all times.

 

Recognize and promote additional products and services to the customers, in line with their needs and requirements and as directed by Sitel’s Client.

 

Supply high-quality service in accordance with given processes and procedures.

 

Keep updated on new products, technological changes and procedure updates as they arise.

 

Escalate and communicate any customer well-being issues.

 

Maintain security and confidentiality of Sitel’s Client internal information and customer/account information

 

Know and observe all regulations with regard to execution, trade and competition as well as all health and security responsibilities.

 
Compliance

Take personal responsibility to understand and comply with all company and client security requirements and policies.

 

Take personal responsability to understand and comply with the environmental issues that affect their position (energy saving, water saving, waste location...)

 

 

3. KNOWLEDGE & SKILLS

Skills:

 

A motivated and enthusiastic personality. 

Native Dutch communication skills ( written and spoken) in the language to provide support
Verbal and written fluency in English essential with multilingual fluency in other EMEA language an advantage

Fast and accurate typing skills as well as a good knowledge of Word, Excel and Outlook.

Good numeric and verbal reasoning skills.

Self-organized, planning and prioritization skills.

Problem solving ability.

Possesses very good customer service skills.
Organised and able to prioritise tasks to meet the changing demands of the business

Excellent interpersonal skills with ability to keep and maintain good working relationships with all levels of staff.

Knowledge/Abilities:

Good knowledge of the client’s procedures and products. (Subsequently developed at work )

4. PREFERRED QUALIFICATIONS & EXPERIENCE

Education:

A minimum of Secondary school completed.

Experience Target:

Previous experience of technical customer support.

Computer literate.

Valuable at least 3 months experience in either face to face customer service and/or phone.

 

5. ROLE SPECIFIC REQUIREMENTS

Main Responsibilities

Make sure all the customer inquiries via phone, chat or email are managed within the stipulated deadline.

Knowledge and skills

Computer literate and internet knowledge

Verbal and written fluency in English essential with multilingual fluency in other EMEA language an advantage

 

                                                                                                                                         

 

  • Sitel
  • Barcelona - For Native Dutch
  • Permanent
  • Full Time

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