Bilingual Customer Support Representative

JOB TITLE: Advisor Tier ‎1
REPORTS TO: Team Manager
‎1.PURPOSE OF JOB
The purpose of the job is to ensure excellent customer service support to the
customers of SYKES' client. The Advisor is the visit card of SYKES' client and
her/his job is to keep the customer satisfied with high quality service via
expertise in product knowledge and excellent soft skills.
‎2.CUSTOMER FOCUS
✓Experience in customer facing environments (phone, chat, in person, etc.)
interaction in some capacity (can include volunteer work, or project work
while in school)
✓Demonstrates passion for customer service, ownership of the customer
experience and determination to deliver a comprehensive resolution
✓Obsesses over the customer experience and constantly strives to exceed their
expectations
✓Able to communicate clearly and effectively, both written and verbal (in
required language)
✓Able to effectively tailor communication and style to differing audiences and
read verbal and non-verbal cues
✓Approaches problems flexibly and can adapt and modify approach without
compromising the outcome Learning aptitude:
✓Thrives in a team environment: able to seek and provide expertise, challenge
productively and help others succeed
✓Energy and excitement to master current role, eager for challenges to grow
within it and drive to develop skills in the organization
✓Stays curious and inquisitive in the pursuit of professional excellence
✓Effective time management strategy including ability to multi-task,
prioritize, organize and balance workload Technical knowledge and expertise:
✓Professional and/or personal technical troubleshooting experience
✓Deep curiosity for understanding technology, passion for learning more and
sharing knowledge with others
✓Uses analytical skills to isolate and resolve complex technical issues
through appropriate troubleshooting methodology
✓Confident navigating through multiple systems and tools to research,
comprehend and deliver solutions to customer in real time Resilience:
✓Able to self-manage and work independently in a fast-paced and highly-
demanding environment
✓Embraces repetition of core job duties, yet eager to take on more
responsibility when needed ✓Strong sense of professionalism exhibited by
remaining positive, calm, and composed under pressure
✓Self-awareness to identify, address and manage navigating through challenges
associated with the role ✓Remains focused and poised despite criticism and
setbacks
✓Eager to receive feedback, embraces coaching and demonstrates changes as a
result Communication:
✓Demonstrated language fluency in Italian (Native or near native, C1/C2
level), and fluency sufficient to comprehend product-and client related
training information and procedures for in English ✓Demonstrated ability to
write in English
‎3.SECURITY COMPLIANCE
Employees are required to maintain compliance with Sykes safety, security, and
privacy programs. Responsible for being an active participant in the Sykes
safety, security, and privacy programs to protect Sykes' business operations,
facilities, and physical and intellectual property and to ensure a safe and
secure working environment for all Sykes' employees.
‎4.ETHICS COMPLIANCE
Sykes is firmly committed to conducting business in compliance with the letter
and spirit of the law and other accepted standards of business conduct as
reflected in the company's policies. Employees are always encouraged to
observe the highest standards of professionalism and are expected to adhere to
Sykes policies on ethics and integrity.