Inbound Customer ServiceCall Center Agent

About Us

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation.  With over 30 years of industry experience, Sitel serves more than 62 markets in 40 languages, with 61,100 passionate and talented associates from 108 contact centers strategically located in 21 countries. Combining comprehensive customer care capabilities, leading multichannel solutions, and unparalleled experience across all industries, Sitel collaborates with some of the best known global brands to help deliver outstanding customer experiences.  Summary of Primary Job Responsibilities

• Answers inbound calls to deliver world class customer service by building customer satisfaction & loyalty while enhancing customers' experience
• Some campaigns may require upselling products and programming, making arrangements for installations, removal or change of services or equipment, etc.
• Achieve first call resolution of customer issues/inquiries by identifying the best solution for the customer
• Utilize all resources, tools and technology provided by the client and contact center
• Consistently achieves metrics including but not limited to call quality scores and customer satisfaction goals
• Enhance the customer experience by proactively staying abreast of client product, services and policy changes
• Displays a strong work commitment, high ethical standards, and the ability to work both independently or as part of a team
• Other duties as assigned

Education

High school diploma or equivalent

Experience Target

• Excellent verbal and written communication skills including proper grammar and ability to accurately type at least 30 words per minute
• At least 6 months of previous sales and call center experience required. Previous customer service experience preferred

Knowledge/Skills/Abilities

• Dependable, reliable and able to perform duties with established procedures and with minimal supervision
• Ability to promote and/or sell additional products and services to the customer
• Ability to overcome customer objections while maintaining a positive attitude
• Ability to interact and maintain a positive approach when communicating with customers, peers and supervisors
• Ability to learn quickly and adapt to changes in policies and the client's products and/or services
• Ability to navigate and multi-task with a variety of applications while conversing with the customer
• Ability to handle difficult interactions and deescalate as needed
• Ability to meet goals in a lively, constantly changing work environment
• Ability to work in a diverse environment
• Positive customer service skills
• Strong problem solving skills
• Demonstrated proficiency with using data-input systems and applying computer applications (e.g. operating systems, browsers, phones and searching an information database)
• High sense of personal responsibility and ownership

What We Offer

* Paid Training * Opportunity for Advancement * Comfortable work environment * Friendly atmosphere * On-Site Activities * Discounts with local businesses