Virtual Customer Care Specialist

About the Company

Sky UK is a leading telecommunications and media company, a division of Comcast, operating across Europe. We are at the forefront of innovation, delivering world-class entertainment, communication services, and connectivity to millions of customers. Our commitment to excellence extends to our customer service, where we strive to provide seamless and supportive experiences. Join a company that values its people, fosters growth, and connects lives.

Job Description

Are you passionate about helping people and looking to start a rewarding career from the comfort of your home? Sky UK is seeking enthusiastic Virtual Customer Care Specialists to join our dynamic team. This entry-level role is perfect for individuals eager to learn, grow, and provide exceptional support to our valued customers. You’ll be the first point of contact, resolving queries, providing information, and ensuring every customer interaction is positive and productive. We offer comprehensive training, a supportive environment, and the tools you need to succeed in a remote work setting.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Identify and assess customer needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers and build sustainable relationships of trust.
• Collaborate with team members and supervisors to ensure a cohesive customer service experience.

Required Skills

• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Patience, empathy, and a positive attitude.
• Ability to multitask, prioritize, and manage time effectively.
• Basic computer proficiency and ability to navigate multiple systems.
• A quiet, dedicated home workspace with a reliable internet connection.

Preferred Qualifications

• Previous experience in a customer-facing role (retail, hospitality, etc.) is a plus, but not required.
• High school diploma or equivalent.
• Familiarity with CRM systems and practices is beneficial.

Perks & Benefits

• Competitive hourly wage with performance incentives.
• Comprehensive paid training program.
• Generous employee discounts on Sky products.
• 25 days annual leave plus public holidays.
• Private healthcare and pension scheme.
• Access to a range of wellbeing resources.
• Opportunities for career advancement within Sky.

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