Sitel Group is one of the largest customer experience companies in the world. The group is comprised of industry-leading firms providing business process outsourcing, digital CX, training and talent management, technology and innovation and consulting and analytics solutions. With subsidiaries such as Sitel, TSC, Learning Tribes, Sitel Insights, and Novagile, the group’s services are leveraged across geographies, verticals and all stages of the end-to-end customer journey, helping clients effectively harness the industry’s explosive digital transformation and consistently deliver outstanding customer experiences. With over 30 years of industry-leading experience, Sitel Group’s 75,000 associates service over 400 clients – Fortune Global 500 companies as well as local businesses – through its network of more than 150 offices in 27 countries.
Communicate via email, phone or chat with existing customers in order to solve their technical issues Give information and handle the inquiries on basics in a case closing manner Transfer more difficult inquiries to the next level of support if necessary Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied Proactively propose improvements and feedback in processes and ways of working to Team Management / Operations Manager Carry out customer request referrals and transfer in timely and correct manner by predefined rules Inform the management of any scope changes, or new support needs arisen