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.

Essential Experience:

Positive and dynamic approach to customers

Skills in negotiating

Excellent communication skills

Ability to recognise improvement areas and share these

IT literate

Empathetic approach

Quick thinker

Excellent written and verbal skills

Attention to detail

Patient and diligent approach

Commercial acumen

Desirable Experience:

Previous travel experience

Experience working in a call centre environment.

Core accountabilities:

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

Role responsibilities:

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

Personal Attributes:

• Results Driven
• Motivated and enthusiastic
• Attention to detail
• Creative
• 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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