Customer Service Agent - Upsell Specialist - 2/16/16 - Full-time / Part-time

Sykes Enterprises Incorporated

Become a Customer Service Professional for one of the nation's top cell phone providers (no outbound calls).

This position is responsible for providing our client's customers with outstanding customer service while meeting and/or exceeding sales, customer service, productivity and quality standards/goals.



ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adherence to SYKES policies on ethics and integrity.
• Responsible for promoting and selling client's products and services by emphasizing product features based on analyses of customers' needs.
• Meets all monthly sales objectives by approaching sales as a way of helping our client's customers receive the best value for their money.
• Promotes and recommends our client's products and services based on customer's needs and interests.
• Adheres to call flow methodology to increase sales and improve customer satisfaction.
• Demonstrates professional closing techniques on every call and confirms sales when appropriate.
• Acts as an Ambassador for the client by building rapport with the customer, supporting, reassuring, and educating the customer throughout the call.
• Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
• Determines appropriate action to be taken on customer's behalf, which may include problem determination and appropriate next steps. Offers alternative solutions where appropriate with the objective of retaining customer's business and informs customer of those appropriate next steps, working with the customer to achieve issue resolution.
• Maintains proficiency in programs, products and/or platforms assigned.
• Maintains pertinent paperwork and records through data entry.
• Communicates with co-workers to research problem and find solution.
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Communicates with team manager, team members and other teams regarding problems, solutions and trends.
• Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.
• May perform other additional duties and responsibilities as assigned.

EDUCATION and/or EXPERIENCE

High School Diploma and at least 6 months to one year related experience and/or training in a customer service environment; or equivalent combination of education and experience required. Prior sales experience preferred.



SUPERVISORY RESPONSIBILITIES

None. QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have interest/desire to work in a sales environment
• Strong customer focus
• Outstanding oral and written communication and interpersonal skills
• Must be computer literate
• Strong evaluation and analysis skills
• Strictly adheres and demands strict adherence to the company's policies
• Excellent attention to details
• Must have ability to accept constructive feedback and apply coaching techniques.
• Team Player

COMMUNICATION SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.