Customer Service Representative

We are Sitel, part of the Acticall Sitel Group We are one of the world’s leading outsourcing providers of customer experience management and we would like to share something with you - our promise of experience.

Acticall Sitel Group has revenues of $1.7 billion and employs more than 75,000 associates within 22 countries conducting millions of customer contact experiences each day for some of the world’s most trusted brands.

Sitel believes that great customer experiences are powered by people who love what they do and where they work. By putting people first, we deliver great experiences every day. Our vast, diverse workforce serves 70 countries, whilst sharing one common passion – to make every customer experience memorable. Wherever they are, our dedicated people always speak the right language, so building trust and getting closer to your customers comes very naturally.

 

 

 

• Responsible for providing first level problem resolution for all incoming service inquiries. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems for the specified hardware/software product(s)
• Provide technical support via telephone for a various product categories.
• Provide a high level of professional, competent support to all customers in pre-sales and post-sales situations.
• Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution. Escalate complex problems as necessary.
• Identify the degree of customer's technical knowledge and adjust problem solving communications accordingly.
• Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.
• Achieve and maintain to a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction.
• Log all incoming calls and accurately create case notes in a call tracking database.
• Search and retrieve data from various databases.
• Participate in training activities to maintain technical currency, and to broaden product knowledge.

Education(Any UG Graduate/tenured PG with one year of experience):

 Freshers ( Including Graduates on any discipline)
 Undergraduates with minimum 0-12 months of experience preferably in Call Centre experience (preferably in troubleshooting computer hardware (Desktop /Laptop) / network and various Operating Systems).

 

 

• Provide technical and sales support to customers with AVG products thru phone calls/chat and/or emails.
• Employ a high level of interpersonal and communication skills to defuse customer frustration and try to make a sale.
• Achieve and maintain to a performance standard. Including but not limited to; number of sales, average handle time, chat quality, customer satisfaction.
• Complete orders on client provided tools with appropriately information following all the required procedures.
• Fill in the post chat operator survey for all the chats received.
• Search and retrieve data from various databases.
• Participate in training activities to maintain product/sales efficiency, and to broaden product knowledge.
 

 

 Education:

 

• Completed at least 12 years of education / 2 years in college

 

• Technical Support Experience is an advantage and a preference.
• Sales Experience is valued.

 

Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)

• Excellent listening and written/oral communication skills in supported languages
• Ability to understand and communicate in English - Level B1
• Intermediate user-level computer skills
• Negotiation Skills
• Self-Confidence
• Refutation of objections
• Perseverance
• Listening to needs and helping communicate options for the Customer
• Speak to customers about a product's different features
• Can compose and document business case using correct email etiquette

Knowledge: (describe type and level of knowledge needed to perform essential job functions and those that enable success in performing this job)

• Installation and setting up of Windows applications; Overview of the system and its settings (OS info, network settings);
• Basic knowledge of characteristics and general features of the Mac operating system, Android, Windows Phone, would be of an added value;
• Knowledge about IT Security and Networks: signed files; Data Backups; Basic concept of networking principles (difference between local networks, internet, wireless networking);
• Recognize basic types of infection and provide recommendations for healing; is able to safely recognize False positive;
• Knowledge what social media is; is aware of the most known (Facebook, Twitter, Wikipedia); Knowledge of popular social media (basic functionality); Knows difference between various types of social media (Social Networks, Blogs, Wikis, Online games etc.). After the initial training the agent must has the knowledge of AVG products connected to social media and possible impact of AVG products;
• Strong knowledge of the prevailing norms, practices, belief, values etc. of the AVG target customers;
• Building rapport with Customers during the Call communication;
• 30-40 wpm; accuracy higher than 90%;
• Knows how to close the sale in a Professional way ensuring a solid sale;
• Strong knowledge of call flows and able to consistently follow them in practice. Agent is able to keep the call flow under control, keep focus on the main topic. Follows naturally the standard call flow: opening spiel (offering help), paraphrasing and summary of the issue, troubleshooting, issue resolution, setting expectations, closing spiel;
• The agent clearly communicates to the customer that AVG is a reliable and dependable product. The agent is mostly focused on resolution, not apologies;
• The language used by the agent generally matches the customer's skill level, without causing confusion. If customer is not sure, agent is able to explain the instructions in a different way for better comprehension;
• The agent is normally friendly and full of enthusiasm;
• The agent is fully customer-focused and always treats the customer with full respect and empathy, and can defuse situations with even the irate and frustrated customer. The customer should feel they are dealing with a true partner who completely understands and is dedicated to resolving the issue at hand.

Abilities: (describe type and level of abilities needed to perform essential job functions and those that enable success in performing this job)

• Ability to provide technical support to client
• Ability to relay technical terms to clients in a manner that can be understood easily
• Ability to recognize and promote products and services to the customers, in line with their needs, considering an Upsell and actively promoting a sales culture
• Ability to multitask
• Ability to empathize with the customer

Special Certifications(if appropriate--identify if required to perform the job or just preferred): None

Travel Required(typical % of time, scope of travel (in country, international), transportation mode, special issues):

Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performingthis job that is not covered in other areas above)

 

Interview Rounds -  Telephonic Interview – Voice screening (skype) – Operations(skype)