SITEL is a leading global provider of outsourced customer support services. On behalf of many of the world's leading organizations, SITEL designs and improves customer contact models across its clients' customer acquisition, retention, and development cycles. SITEL manages approximately two million customer interactions per day via the telephone, e-mail, Internet, and traditional mail. SITEL has over 64,000 employees in 101 global contact centers located in 26 countries. SITEL is a leader in the contact center industry. Please visit SITEL's website at www.sitel.com for further information.

SITEL boasts an impressive 250+ member client list, including TiVo, DIRECTV, National Geographic Television, Hewlett-Packard, Juno and NetZero (United Online) and Sony Corporation which are served by SITEL's 67,000 associates. Industry leaders choose SITEL to manage their customer relationships for one reason: SITEL's scalable, innovative and dependable solutions provide consistent service quality across channels, media and countries, lending clients peace of mind.

SITEL is dedicated to helping clients acquire, retain and maximize the lifetime value of their customer relationships.

Saint John is immediately recruiting for:

Inbound Customer Service Associates- Wireless

We offer:

• Paid training 
• 100% Employer paid benefits including immediate family 
• Free parking
• Performance based scheduling 
• Clean and professional environment 
• Designated area for fun and relaxation which includes extra curricular activities (i.e.: Pool table, large screen TV, X-Box, video games, and lounging chairs) 
• Clean and spacious cafeteria including microwaves, vending machines, large refrigerators, and ATM)
• Personal lockers for all associates 
• Associate referral bonus program 
• RRSP packages including employer contributions 
• Training and Advancement opportunities 
• Community & Charity employee involvement

Summary of Primary Job Responsibilities: 

• Trouble shoot cell phone issues ex. Text messaging, voice mail, picture video messaging, internet settings
• Answer inbound sales calls within guidelines/goals (e.g. close rates/call quality, average talk time, after call work, call quality scores) established by the client and contact center management
• Responds primarily to routine inquiries of a technical nature but may require deviation from standard screens, scripts and procedures. 
• Under supervision, performs work that is varied, may be somewhat difficult in content but usually involves limited responsibility.
• Some evaluation and problem solving skills required
• Handles problem resolution that may require follow-up and/or escalation to a higher level of expertise. 
• May support customers via live chat, email, or phone support
• May attend on-going training sessions to achieve higher level of technical skill.
• Other duties as assigned.

Typical Qualifications:

Education (if beyond High School or equivalent): 

• High School or equivalent.

Skills:  

• Excellent verbal communication.  
• Basic computer skills (e.g. hardware, operating systems, internet).
• Multitasking. Ability to utilize computer skills while engaging customer in dialogue
• Demonstrated proficiency with PC keyboard skills and experience
• Understands and demonstrates knowledge and experience with computer concepts (e.g. PC’s, Microsoft Windows, Intranet).  
• Willingness and ability to learn quickly.

To apply for a position, please email your resume to saintjohnjobs@sitel.com, or apply in person at 120 McDonald Street, Suite A, Saint John (Loch Lomond Mall).

Please quote competition number ICSA0627-CB in your resume.