Job Description
SITEL Bulgaria wants you for its new client – one of the world leaders in mobile communications with a century and a half history of continuous innovation – number one manufacturer of mobile phones and one of the leading makers of mobile networks.
SITEL is a global Business Process Outsourcing (BPO) leader. The company meets clients’ customer care and transaction processing needs through 65,000 associates in 28 countries. SITEL provides world-class solutions from on-shore, nearshore and offshore locations across 145 facilities throughout North America, South America, EMEA and Asia Pacific. The company’s award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment.
Description:
The Customer Care Advisor is responsible to promote positive corporate image of the client, demonstrate appropriate conduct, high quality, professionalism and positive attitude in all interactions with customer.
The Customer Care Advisor handles to resolution cases from customers via different media interactions and provides customer service and usability/technical support within a specific product/scope range of highly technical handsets and terminals.
Tasks:
• Handles interactions from customers via different media (phone, e-mail, letter, fax, SMS, web chat etc.)
• Provides accurate and polite answers to customer requests and pays respect to customer needs and ways of communicating.
• Records all customer contacts in the system.
• Handles to resolution Product Usability cases within a specific product/scope range.
• Identifies need for product support escalation channels where appropriate and follows policy for using.
• Carries out customer request referrals and transfers in timely and correct manner by predefined rules when escalation is needed.
• Reports product related feedback to the management as instructed.
• Communicates the benefits and features of offered products/services in a commercial and sales orientated fashion to existing and potential customers.
• Proactively proposes improvements and feedback in processes and ways of working.
SITEL Bulgaria offers you:
• To be a part of a worldwide leading company in the Customer Support Service Area
• To join a young and dynamic team
• Opportunities for long-term professional career
• Entitlement to company internal training and development
Requirements
We are looking for full-time employees meeting the following requirements:
• Fluent command of both spoken and written Polish
• Good level of spoken and written English
• Familiarity with MS Office applications
• High school diploma or university degree
• Technical background or prior experience in technical service/support
• Good communication skills
• Customer focus and team work
• Capable of working in busy environment and coping with stress
• Ability to quickly and accurate understand and solve problems
• Ready to work in shifts