Customer support for a world-leading tech company
Are you perhaps already supporting friends and family with various tech issues? Do you find it interesting to communicate with different people? Then you will love working with us.
Welcome to Webhelp
Join our fun-loving global community of more than 120,000 passionate people who work across 190 locations in over 50 countries delivering exceptional customer experiences for some of the world's leading brands. As part of Webhelp, you get in-depth training and experience in how you can adapt to different situations, customers and learn how to communicate as effectively as possible to create incredible customer experiences. If you are ready to expand your experience and take on new challenges, then take a leap and read on, to get a better understanding of what this project is all about.
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At Webhelp we have a passion about making business more human, by bringing our values to life every day in everything we do.
Our values
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Webhealth
Our WebHEALTH initiatives provide health awareness campaigns, special events like World Health Day and World Cancer Day and much more to support our colleagues in staying happy and healthy.
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Rewards and Recognition
We thrive on rewarding and recognizing awesomeness! Annual Star Awards, Happy Fridays, Birthday celebrations, length of service and exceptional efforts rewards.
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YourCall
Every year we ask your colleagues what they think about working for Webhelp through our Your Call engagement survey. This isn’t just a one-off questionnaire but a year-round initiative where we listen to feedback and take appropriate action – providing ongoing updates so we are always improving our working practices.
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Commitment
We keep our word, and we deliver on every commitment or promise we make to each other, to our clients and their customers. It’s because of the strength of our word that Webhelp is the successful strategic partner we are today.
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Unity
Teamwork is vital to us. It’s how we achieve our big goals whilst making everyday tasks easier and more enjoyable. Webhelp is a team – a large and dedicated one. Our collective success comes before personal interests. Working together, we achieve more.
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Integrity
Whether we are dealing with our clients or with each other, we do things in a fair and positive way. It’s about leading by example; emphasizing positivity and fair play. Focusing on integrity means doing right by everyone, every minute of every day. Treating our colleagues, our clients and our customers in a way that makes business more human.
Hear about the work directly from our team members!
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Som Team Manager har jag främst fått fila på mina organisationsförmågor och mina kommunikationsfärdigheter. Det har varit lärorikt på många plan att få arbeta ihop med ett gott gäng ambitiösa Team Managers som arbetar nära varandra och har bra sammanhållning
John Leidzen Team Manager
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Jag började arbeta på Webhelp för drygt ett år sedan. Jag inledde tjänsten som T1, efter ett par månader gick jag CPU utbildningen. Under hösten gick jag T2 utbildningen, men hann knappt påbörja den tjänsten då jag sökte ett vikariat som QC, vilket jag arbetar som nu.
Antonia Alm Quality Coach
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Under min tid som Advisor har jag utvecklats inom många områden men som mest blivit en bättre människokännare, utvecklat mina kunskaper inom IT, problemlösning och kundbemötande.
Lukas Proos Advisor
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Det finns alltid nya saker att lära sig men skulle säga den största utmaningen till en början som Advisor är hur man strukturerar ett samtal på ett bra och effektivt sätt så att det går som man vill.
Jacob Dahl Gauthier Advisor
FAQ
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Working in a contact center or call center means there is a certain structure to your work. You do not have the flexibility to come and go as you please. There is a schedule that you will need to follow, meaning breaks and lunches are normally scheduled for you.
If you miss your break time or become late to your lunch time due to being in a call, you need to reach out to the scheduling specialist to agree on when you can take your break. The reason for this being that we have a team who monitors the line coverage, and we schedule breaks and lunches to avoid leaving the lines with bad coverage, potentially building up queues.
Your working day as well will be structured, so when you log in in the morning, you will see what you are scheduled for that day.
This is a different structure compared to some other office work and it is important you consider if this is something you can work with.
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If you work from home, we expect that you have a dedicated comfortable workspace, with appropriate privacy to assist our customers in a calm environment. As for the equipment, you will receive the desktop, monitors, and keyboard/mouse/headset from us. You will receive a guide on how to set up the equipment and a point of contact for support.
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This project is complex and demanding at times, and it is important to us to see that you are the right fit. Tests such as typing tests and language tests are meant to assess just that, which is why it is important you take your time to complete them as best as possible.
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Short answer - No. The reason is that the training is very intense and requires a lot of focus, and losing days is not an option, as we cannot set aside resources to get you caught up later.
If there is an emergency, please reach out to your trainer or team manager instead, but we cannot guarantee anything.
No vacations can be requested in this period.
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If you become sick, you need to inform your Team Manager/Trainer so that we can assess what is best in the situation. If it's one day, perhaps we can catch up depending on where in the training period we are, but if it's longer, we may suggest a new start date instead.
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You will be assigned Team Manager from day 1, who is your main point of contact.
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In short answer, no. However, we expect that you are comfortable working on a computer and using the different basic computing tools and navigating between different programs.
For the specific programs we use, you will receive training.
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Delivery of your equipment may be delayed until the same week as the on-boarding day so don't worry if you are not reached out to immediately after entering your contact and address information.
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As a customer advisor at Webhelp, you will get a rotation of working hours. Advisors will always have access to their timetable 2 weeks publishing in front covering typically the next 4 weeks. You will also be a part of an 8 week rotation program, which allows you to know approximately how you will be working. This will not be visible in your schedule plan. However, adjustments can be made up until 2 weeks before scheduled shift. If you need to change your shift, being ahead is the key. You can always apply for changes, but we can’t guarantee that your shift will be re-scheduled.
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- You can exchange shifts with a colleague who has the same shift length and training as you. This can be changed in the timetable by using our scheduling portal Tele Opti. If there is no possibility to swap your shift with your colleagues, you can also reach out to your Team Manager.
- You can apply to have day-offs locked up to 2 months in advance.
- Vacations can be applied for all year around. Note that we have the highest demand in the Christmas and summer periods.
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We have a career progression program which is designed to give our advisors the opportunity to develop and move on to a support role within the assignment. Our Career Progression Program will take participants through various workshops to teach them some of the skills and tools needed in a support role. Some of the abilities must be learned in a real working-life situation, and here the applicant gets the opportunity to demonstrate his abilities in a practical way. This could be guidance of new advisors, carrying out round tables, a team meeting, or a similar task.