French Speaking Customer Service Advisor
Sykes Enterprises, Incorporated
 United Kingdom
18d ago

Responsibilities :

  • Manage large amounts of incoming contacts (inbound calls, emails, chats & Bazaarvoice)
  • Identify and assess customers’ needs to achieve satisfaction.
  • Provide accurate, valid and complete information by using the right processes / tools.
  • Work with spare parts and marketing departments to resolve problems
  • Ensure accurate documentation of each contact
  • Handle contacts related to Resolve consumer complaints related to service centers, products, business practices, policies, etc.
  • Questions concerning consumer audio electronics : headphones, portables, home audio and car audio productsOnline web-sales support : Product and Parts sales, returns, refunds, fraudProducts’ features, benefits, applications, compatibility, and comparabilityRecommend new products Up sell and Cross sell wherever possible

  • Take initiative to learn new programs and scenarios, increase knowledge and understanding of their products.
  • Report problems related to customers, operations, telephone system and / or system hardware / software to appropriate resource.
  • Abide by their policies and security requirements.
  • Make outbound calls to customers when needed according to procedure.
  • Critical skills / knowledge required

  • Remain calm under pressure
  • To respond to all client activities within given timescales, efficiently, effectively and accurately
  • Passion for music & Customer Service
  • Good interpersonal and communication skills
  • Reasonable analytical skills
  • Excellent troubleshooting skills
  • Basic knowledge about WIFI and home network. Connect PC, Phone or tablet to network access.
  • Knowledge / awareness of Bluetooth, standard A / V connections (HDMI, SPDIF etc.), wireless devices, Android, iOS, Windows
  • Streaming Services knowledge
  • Planning and Organising

  • To have the ability to manage own workload within a demanding environment
  • Decision Making

  • Post holders will have to advise customers of the most appropriate options / solution
  • Post holders will have to use their own initiative to decide if a problem / query should be escalated
  • Role Requirements

  • Fluent in English and French both written and verbal
  • Commitment to a high level of accuracy
  • Excellent attention to detail
  • Technical background would be an advantage
  • Options

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