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Customer Service Representative, Swansea

Req ID#:  207930

Swansea, Agent Opening, GB

Customer Service Representative, Swansea


About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Job Summary

A fantastic opportunity for customer service advisors.

The primary function of the role is to be the first point of contact and deliver a professional and high quality customer service. This could include dealing with customer, client, or third party contacts and complaints within agreed service levels. The individual will need to use their own initiative as well as follow established procedures, processes and systems to source information to provide a resolution for the customer.  The role may also involve initiating contact with individuals within the client’s organisation or other 3rd parties.

Primary Job Responsibilities

  • Receiving inbound calls from our client's customers, helping to resolve any queries they have and upsell products/services.
  • Respond to and resolve customer complaints.
  • Building rapport with new and existing customers, giving the best possible customer experience. 
  • Demonstrating a keen attention to detail
  • Working effectively as part of a team
  • Adhering to company principles and values at all times


  • Excellent customer service skills
  • Previous experience in a customer focused or sales environment, previous contact centre experience is desirable
  • Demonstrable experience of working within a structured process
  • Proficient IT Skills 
  • The ability to work well as part of a team
  • Being flexible and open to a new challenge

More Details

We are recruiting for full time, permanent roles. 

You will be provided with all the training you will need to thrive in your role with us and all training time is fully paid.

Benefits of joining our great team in Swansea include:

  • 20 days holiday + statutory bank holiday allowance
  • discounted client products for you and your friends and family
  • casual dress code
  • free onsite parking
  • pension scheme
  • corporate discounts - gyms, cinemas, restaraunts and more!

Learn, Lead & Grow at Sitel Group®

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

·    GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.  

·    BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.  

·    WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.  

·    GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.  

·    MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group. 

Customer Service Representative, Swansea

Job Segment: Customer Service Representative, Bank, Banking, Call Center, Customer Service, Finance

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