About Sykes |
Job Description:
-Answering incoming calls, faxes and emails relating to the programs supported (English);
-Provide information about the programs supported to enable customers to access the programs and the associated benefits;
-Identifies customer requirements and ensures that they are answered or routed through to the appropriate support area;
-Manages customer escalations and ensures that these are answered, tracked and escalated as required. Escalates issues outside of service boundaries when a resolution is unable to be confirmed;
-Performs all procedures accurately including following Microsoft cal flows, work processed, data entry requirements and complaint management processes;
-Provides call backs and or call downs to subscribers and partners as required;
-Follows correct processes and procedures for changes in Microsoft supplied tools as required;
-Provides a high level of professional and competent customer service and is able to communicate effectively with customers;
-Ensures that activities and tasks required are performed and or documented in Microsoft tools where provided;
-Demonstrates a strong customer service orientation and takes responsibility to ensure customer are satisfied.
-Be willing to following the working time assigned by immediate supervisor.
Requirement:
-Proficiency & Comprehension of local languages to be supported (English);
-6 months or above of full time call handling experience or relevant work experience;
-Typing skills-minimum 40WPM;
-Good verbal and written communication skills ;
-Good analytical problem solving skills; linear and logical troubleshooting skills ;
-Strong demonstrated Internet navigation skills;
-A passion for Microsoft technologies;
-Self-disciplined and perceptive;
-Action and service oriented
-can demonstrate initiative and a friendly, "can do" attitude.
