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Bulgaria Airline Reservation Specialist with German and English

  • Location
    (BULGARIA) and Sofia
  • Job Reference
    17019
  • Functional Area/Experience
    Sales / Fresh Graduate

Job Description & Qualifications

Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.

Consultants in this role get to:

  • Be the point of contact: Handle customer service inquiries from non-voice channels.
  • Fielding / probing / overcoming objections for subscribers’ cancellation and suspend requests with the main function to reduce churn.
  • Clerical services include analysis of Customer Loyalty data, creation of job aids, quality monitoring, sales, coaching, tracking and trending of customer comments and requests.
  • Define Sutherland reputation: Deliver an excellent experience to every customer, meeting AT&T’s service standards.
  • Ensure every customer is provided a world-class support experience: When using any of AT&T’s digital channels for customer Loyalty Support.
  • Consistently deliver: Achieve all agreed KPI’s.
  • Work pro-actively to ensure potential issues are escalated appropriately.

Qualifications

  • Sales / Retention experience. Is a plus
  • Chat experience. Is a plus
  • Bachelor’s degree. Is a must
  • Experience of working in a customer-centric environment. Is a plus


Job Skills/Competencies Required

Our most successful candidates will have:

  • Proficient writing skills in the language to support
  • Able to work positively in a fast-paced, changing environment
  • Ability to multitask and have excellent organizational skills
  • Able to use great communication, decision-making skills and a positive outlook to help customers, manage problems and find ways to go above and beyond
  • Sees through the eyes of the customer
  • Ability to be articulate, bright and curious
  • Passionate about service
  • Knowledge of working in a subscription / technical industry. Is a plus
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