Customer Service Representative

4 weeks ago

Cape Town, Western Cape, South Africa Teleperformance Full time

Overview

Deliver exceptional customer experiences by providing professional and courteous support to clients across various communication channels. Foster brand loyalty by promoting products and services, while driving revenue growth for the business. Handle daily customer interactions and requests in accordance with client guidelines and company directives.

Qualifications

Education and Specific Training and Work Experience

  • Matric/ Equivalent qualification
  • A minimum of 6 months to 1 year of experience in a similar service-driven environment, preferably in the US Telecommunications sector
  • Experience in technical support, sales, or telecommunications environments
  • Good knowledge of operating systems and computer systems
  • Familiarity with Wi-Fi, cable modems, routers, switches, cell phones, and other networking peripherals is an advantage
  • Proficiency in the Microsoft Office Suite
  • Maintain high standards of quality, regulatory compliance, and campaign performance
  • Experience delivering service and sales to the US Market is essential

Responsibilities

  • Respond to incoming phone calls and emails from existing and potential business customers on various queries
  • Provide support while showcasing excellent customer service skills
  • Analyze and identify issues using network monitoring tools
  • Log and escalate faults with relevant contacts and systems
  • Take ownership of and manage incidents through to resolution
  • Collaborate with internal support and engineering groups during issue progression
  • Manage issue prioritization
  • Communicate with operators, stakeholders, partner organizations, vendors, and IT support representatives
  • Main Outputs: reports, written correspondence, sales
  • Maintain and update customer contact and account details
  • Report on support contact drivers to identify patterns in fault occurrences

Key Performance Indicators (KPIs)

  • Customer satisfaction ratings
  • First Call Resolution (FCR) rates
  • Issue resolution rates
  • Quality of service metrics

Working Conditions

This is a night shift role, requiring flexibility and adaptability to work varying schedules, including evenings and weekends.

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