Customer Service Rockstar

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. 

The company is a subsidiary of Groupe Acticall. Visit sitel.com to learn more

 

 

 

Summary of Primary Job Responsibilities

 

•Answers inbound calls to deliver world class customer service by building customer satisfaction & loyalty while enhancing customers’ experience through upselling products and programming
•Makes arrangements for the installation, removal or change of customer’s services or equipment
•Present offer and/or sell additional products and services on every call
•First call resolution of customer issues/inquiries by identifying the best solution and utilizing all resources, tools and technology provided by the client and contact center 
•Consistently achieves sales metrics, call quality scores and customer satisfaction goals 
•Enhance the customer experience by proactively staying abreast of client product, services and policy changes in order to provide information on new products 
•Obtains, establishes and assesses customer credit information using judgment regarding extension of time, payment adjustments
•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 40 words per minute

•Positive customer service skills and orientation

•Strong evaluation and 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

•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
•Working knowledge of all forms of home/personal technology including video, wireless, mobile devices and broadband
•Ability to interact and maintain a positive approach when communicating with customers, peers and supervisors
•Willingness and ability to learn quickly as well as keep up with the changes in policies, 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 and resolve conflicts constructively

 

 

 

What We Offer

 

• Paid Training
• Opportunity for Advancement
• Bonus Potential
• Variable Employment
• Comfortable work environment
• Friendly atmosphere
• On-Site Activities
• Discounts with local businesses
• School schedule accommodations

 

 

 

Pay Rate

 

Starting rate is $11.00/hour and above