Sitel is a multinational company leader in global outsourcing services provider of customer experience management with 150 offices across 25 countries and more than 75.000 associates speaking 48 languages. Our contact center associates deliver more than 2.5 million unique customer experiences every day. At Sitel we empower our employees, to be bold, build trust and work together, so finally we can Wow our customer with an outstanding service.
Currently we are recruiting Technical Support Advisor (L2) for an exciting, challenging project in the IT field to work with us in Barcelona; the main goal of this position is to deliver an outstanding customer experience during all customer transactions and to promote suitable services as directed by Sitel's Clients and as required by the individual needs of each customer.
Full time position 39 h per week
From Monday to Friday
Type of contract for an specific service
Training with contract
Good work environment in a multicultural team
Ensure the delivery of a quality customer experience on each and every transaction
Obtains client information by answering telephone calls and emails.
Ensure that all customer contacts are handled in an efficient, effective and customer-centric way
Ensure that all complaints are recognized, recorded, confirmed and solved effectively
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
Ensure that adherence to required shift schedules is observed at all times
- some technical background in the areas of IT HW, IT networking and SW
- proficient in computer applications (Adobe Pre-Press SW, MS Office, Skype, Remote support SW)
- verbal and written language proficiency in German or Italian + English
- knowledge of customer service principles and practices in a call center or customer service environment will be valued
- knowledge of Delivery Processes in an IT environment (ITIL) will be valued