Experience:
No experience
Employment Type:
Full time
Posted:
4/10/2017
Job Category:
Customer Service
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Social Media Adviser - Customer Services
Sitel | Exeter, California
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Job Description

About us

Sitel is an award-winning call centre outsourcing provider that has been a leader in its field for over 25 years on an international basis. Our solutions span 135+ domestic, nearshore, and offshore centres in 28 countries across North America, South America, Europe, Africa, and Asia Pacific. Our Exeter site has been a prominent employer in the local markets for over 20 years and employs upwards of 500 staff providing both front and back office solutions to a variety of famous household brands, including retail, fashion, travel and technology.

 

The company/client

As Europe's largest regional airline Flybe operates over 180 routes to 65 European airports, carrying over 7.5 million passengers in 2013. They are an award winning airline, going above and beyond to offer their customers a hassle free travel experience at all times.

 

The role

Sitel has an exciting opportunity as Social Media Advisors to join our multiple award winning contact centre based in the heart of Exeter city centre, representing Flybe and supporting their customers with complaints and issues they have post-travel. This exciting opportunity will allow you to be at the forefront of customer communication, both written and verbal, on behalf of such a reputable airline. Day to day, you will find yourself working in an extremely varied capacity, responding to customer complaints and resolving conflict in line with business standards, as well as industry regulation.

Key responsibilities will include:

  • You will ensure that their customers are dealt with in an efficient manner, making sure that any queries are recognised, recorded, confirmed and resolved effectively, working in a professional, supportive and fun working environment.

 

Opportunity for progression/development

Whether it's our manager track development programmes for our high-flyers, or the opportunity to develop your skills to become an expert in other aspects of contact centre communications, then our multiple, award-winning organisation can offer you the opportunity to do so in a structured learning environment. There are also opportunities to become immersed within written customer contact through responding to customers' letters and emails, dealing with customer complaints up to executive level, or responding to customers through social media channels such as Facebook and Twitter, Sitel can truly springboard you to the next level.

Experience Target

*Previous experience of customer support, complaints handling and conflict resolution, either face to face or on the telephone. *Computer literate.

 

Knowledge/Skills/Abilities

* Excellent organisational and prioritisation skills * Strong customer handling skills and negotiation skills * Ability to work accurately under pressure within set guidelines/procedures * Strong literacy and written communication skills * Experience in using SHARES booking system (desirable, but please note full training will be provided) * Ability to work autonomously using own initiative * Proficient in use of MS Office

 

Pay Rate

Starting salary of £15,192.93 per annum (pro rata) - £7.79 per hour, with the opportunity to increase in line with progression opportunity within the business.

 

Hours

37.5 Hours per week

Monday to Friday: Between 06:00am to 22:00pm

Saturday to Sunday: 08:00am to 20:00pm

 

Contract

Permanent

 

Location

Easily accessible city centre location near the modern Princesshay shopping area, within close proximity of Exeter's bus and train stations.

 

Benefits 

* 20 days annual leave plus statutory bank holidays * Dress down days on Fridays and at weekends * Discounts on behalf of our various clients, e.g. retail, travel & technology (terms and conditions apply) * Incentive schemes * Pension scheme * Discounted gym membership * Childcare vouchers * Full training provided * Free eye test and money off spectacles required for the workplace (terms and conditions apply)

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)