Customer Support Consultant
The role of Customer Support Consultant involves communicating with Sykes Customers/Property Owners daily, answering queries and aiding in driving appropriate questions online
The role requires a proactive approach to dealing with customers whilst having an in-depth knowledge of Sykes processes and supporting customers and owners through the online process
The role involves ensuring that every customer contact maximises income per booking, that the quality of the contact exceeds customer expectations and that all Company procedures are adhered to.
The Customer Support Consultants must have a previous track record in dealing with customer enquiries over the telephone and via email.
Positive and dynamic approach to customers
Skills in negotiating
Excellent communication skills
Ability to recognise improvement areas and share these
Excellent written and verbal skills
Attention to detail
Patient and diligent approach
Previous travel experience
Experience working in a call centre environment.
The Customer Support Team may be called upon to provide support to other areas within the business, dependent on business needs
To deliver outstanding customer service on every call and going the extra mile for our customers
To resolve customer/owner issues in a timely manner and in line with the overall Company Guidelines
Feeding back to Reservations/Customer Service/Ops Team Manager's on opportunities to enhance the customer experience
Feeding back to Reservations/Customer Service/Ops Team Manager's on opportunities to improve Sykes processes
To adhere to all Customer Support Team and Company procedures
Effective communication with customers, both internal and external
To meet all call SLA's
To meet all agreed monthly targets around SLA's
To meet/exceed all quality measure
To attend training sessions for personal development
To take personal responsibility for customer interaction and follow up as required
Key Performance Indicators
Meet/exceed monthly quality targets
Meet/Exceed individual DND measurements
Attendance to be in line with company guidelines
Meet and exceed any customer measures that are in place
- Results Driven
- Motivated and enthusiastic
- Attention to detail
- Punctual and reliable
- Strong team player
- Customer focused
- Keen negotiator
- Work under pressure
- Organisational skills
- Excellent written skills
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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♦ The business of the Adecco Group UK & Ireland is transacted via a number of differently branded trading entities, as follows: Adecco UK Limited, Adia Technology Limited, Modis International Limited, Badenoch and Clark Limited, Ajilon (UK) Limited, Office Angels Limited, Penna plc, Pontoon Europe Limited, Roevin Management Services Limited, Spring Technology Staffing Services Limited.