About the Company
Sitel Group is a global leader in customer experience management, providing innovative solutions for brands worldwide. We are dedicated to creating exceptional customer journeys and fostering a supportive, dynamic work environment for our associates. Join us and be part of a team that values connection, innovation, and growth.
Job Description
We are seeking a dedicated and detail-oriented Customer Interaction Specialist to join our team, focusing exclusively on chat and email support for a major tech client (Google). In this role, you will be the primary point of contact for users, providing expert assistance, resolving inquiries, and ensuring a positive brand experience through written communication channels. This is an ideal opportunity for individuals who excel in a non-verbal communication environment and are passionate about delivering outstanding customer service.
Key Responsibilities
- Manage and respond to customer inquiries efficiently via chat and email platforms.
- Provide accurate, comprehensive, and clear information regarding products, services, and policies.
- Troubleshoot common issues and guide customers through solutions with patience and clarity.
- Escalate complex issues to the appropriate internal teams when necessary.
- Maintain a high level of customer satisfaction through professional and empathetic interactions.
- Document all customer interactions and resolutions accurately in the CRM system.
- Adhere to company and client service level agreements (SLAs) and quality standards.
- Continuously learn and adapt to new product features, services, and support procedures.
Required Skills
- Excellent written communication skills with strong grammar, spelling, and punctuation.
- Proven ability to articulate complex information clearly and concisely.
- Strong problem-solving abilities and a methodical approach to issue resolution.
- Proficiency in using computers and navigating various software applications.
- Empathy, patience, and a genuine desire to help customers.
- Ability to work independently and manage time effectively in a fast-paced environment.
- High attention to detail and accuracy.
Preferred Qualifications
- Previous experience in a customer service role, particularly in chat or email support.
- Familiarity with CRM software and ticketing systems.
- Basic technical aptitude or experience troubleshooting common software/hardware issues.
- Experience working with or for a major technology brand.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Pension scheme.
- Extensive training and development programs.
- Opportunities for career advancement within a global company.
- Modern office environment located in the heart of Bath.
- Employee assistance program.
- Company-sponsored social events.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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