About Company
Sitel Group is a global leader in customer experience management, connecting some of the world’s best-known brands with their customers. With a presence in over 120 countries and a diverse team of thousands, Sitel Group designs, builds, and delivers award-winning customer experiences for the world’s most iconic brands. Our dedication to innovation, employee empowerment, and fostering a collaborative culture means we are always looking for passionate individuals to join our growing team. We believe in creating a supportive environment where our people can thrive, develop new skills, and make a tangible impact on the customer journey. Joining Sitel Group means becoming part of a forward-thinking organization committed to redefining customer service in the digital age, all while enjoying the flexibility and opportunities that come with a global leader in business process outsourcing.
Job Description
Are you an empathetic communicator with a knack for quick problem-solving, looking to leverage your skills from the comfort of your home? Sitel Group, a global leader in customer experience management, is seeking dedicated and tech-savvy Online Chat Agents to join our thriving remote team based out of New Castle, Delaware. This is an incredible opportunity to be the front line of support for customers of some of the world’s most recognizable brands, all while enjoying the flexibility and convenience of a fully remote work model. As an Online Chat Agent, you will be a vital part of our customer success initiatives, engaging directly with customers through live chat to provide timely, accurate, and professional assistance. Your primary goal will be to resolve inquiries, troubleshoot issues, provide product information, and ensure every customer interaction is positive and leaves them feeling valued. This isn’t just about answering questions; it’s about building rapport, understanding needs, and turning challenges into opportunities for exceptional service. You’ll be part of a supportive virtual environment, collaborating with team leads and colleagues to achieve performance goals and continuously enhance the customer journey. We equip you with comprehensive training and the necessary tools to excel, ensuring you’re confident in handling diverse customer scenarios. This role demands excellent written communication, a proactive approach, and a genuine desire to help others. If you’re passionate about making a difference and thrive in a fast-paced, digital environment, we encourage you to apply and become a key player in delivering world-class customer experiences with Sitel Group. We value diversity and inclusion, fostering a workplace where every voice is heard and valued.
Key Responsibilities
- Engage with customers via online chat in a professional and timely manner to address inquiries and resolve issues.
- Provide accurate information and solutions regarding products, services, and policies.
- Document customer interactions meticulously in the customer relationship management (CRM) system.
- Identify and escalate complex issues to appropriate internal teams when necessary.
- Maintain a high level of customer satisfaction through empathetic and effective communication.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Continuously learn and adapt to new product information, system updates, and process changes.
- Collaborate with team members and supervisors to improve overall team performance and customer experience.
Required Skills
- Excellent written communication and grammar skills in English.
- Strong typing speed and accuracy.
- Proficiency with computers and navigating multiple software applications simultaneously.
- Ability to problem-solve and think critically under pressure.
- High-speed internet connection (minimum required speed will be specified upon offer).
- Dedicated, quiet home workspace free from distractions.
- Strong organizational skills and attention to detail.
- Ability to work independently in a remote environment.
Preferred Qualifications
- Previous experience in online chat support or a call center environment.
- Familiarity with CRM software and ticketing systems.
- Experience working remotely.
- High school diploma or GED equivalent.
Perks & Benefits
- Competitive hourly wage with performance incentives.
- Comprehensive paid training program.
- Opportunities for career growth and advancement within a global company.
- Medical, dental, and vision insurance options.
- Paid time off and holiday pay.
- Employee assistance programs.
- Flexible scheduling options where applicable.
- Access to a supportive virtual community and resources.
How to Apply
Click on the link below to apply for the job directly through Sitel Group’s official careers portal. Ensure your resume highlights your customer service experience and technical proficiency.