Customer Service Agent

Customer Service Agent in Madrid

Role Purpose

To deliver a world class customer experience during all customer transactions and to promote suitable products and services as directed by Sitel’s Clients and as required by the individual needs of each customer.

Primary Responsibilities:

  • Ensure the delivery of a quality customer experience on each and every transaction
  • Obtains client information by answering telephone calls and emails and in single cases customer letters. Determines eligibly by comparing client information to requirements.
  • 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.
  • Recognize and promote additional products and services to the customers, in line with their needs and requirements and as directed by Sitel’s Client
  • Supply high-quality service in accordance with given processes and procedures
  • Know and observe all regulations with regard to execution, trade and competition as well as all health and security responsibilities
  • Assist credit card holders and travel managers with queries pertaining the usage of various payment solutions and the business portal as directed by Sitel’s Client


Take personal responsibility to understand and comply with all company and client security requirements and policies.
Need to know and comply with environmental issues that affect their position (energy and water saving, waste location, etc. )

Knowledge and Skills:

  • A motivated and enthusiastic personality.
  • Good telephone, keyboard, verbal and written communication skills.
  • Competence in MS Office.
  • Good numeric and verbal reasoning skills.
  • Self-organized, planning and prioritization skills.
  • Problem solving ability.
  • Possesses very good customer service skills.

Preferred Qualification and Experience

Elemental Education

Experience Target:
Previous experience of financial services (desirable)
Previous experience of customer support agent

Native level of Flemish and advance level of English
Native level of Belgium French and advance level of English


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