Customer Service Associate

2 weeks ago

Cape Town, Western Cape, South Africa Teleperformance Full time

About the Role

We are seeking a talented Customer Service Associate to join our BFSI team at Teleperformance. As a key member of our team, you will provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive.

Key Responsibilities

  1. Work as part of a team to ensure the department offers a Simply Brilliant customer service and seek ways to improve the customer experience.
  2. Own the customer relationship and professionally process all customer service calls, positively and respectfully.
  3. Respond to customer questions and resolve customer issues in a timely manner/escalate where required.
  4. Record and verify accurate information from all customer interaction – all details must be captured in compliance with the Data Protection Act.
  5. Ensure a full knowledge of the customer complaint escalation process, adhering to the process at all times.
  6. Maintain company and client confidentiality.
  7. Achievement of performance targets as set by the Team Leader to ensure customer excellence is met.
  8. Multi-task by adjusting from one type of call to another without loss of efficiency, composure or knowledge.
  9. Liaise with other departments within your campaign to resolve account queries, technical and international network related queries.
  10. Provide support to Account and Service Managers to ensure consistency and customer satisfaction.
  11. Offer up-sells and cross-sells to callers where appropriate without jeopardising Company Brand.
  12. Maintain a high level of punctuality with consistent and reliable attendance standards.
  13. Full participation in personal accreditation in all Accredited Modules, striving for a minimum pass rate of 90%.
  14. To undertake any additional tasks as directed by management in the interest of the company and the customer.
  15. Performance in role will be intrinsically linked to company bonus scheme (Where applicable).

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