(Zaf) Customer Service Representative Mz Nightshift

2 weeks ago

Cape Town, South Africa Teleperformance Full time

**Overview**:
To provide a Simply Brilliant customer experience by professionally and courteously handling all customer
contact in compliance with company directive. To actively promote the Teleperformance Brand by providing
quality customer service at every instance, promoting products and services whilst stimulating revenue for the
business

**Qualifications**:
Education and Specific Training
Work Experience
- Matric preferred
- 6- 12 months Insurance/Banking/financial services experience - Preferred
- Experience within a Financial Sector (preferred)
- Superior oral and written communication, presentation, and interpersonal skills.

**Responsibilities**:
Working as part of a team to ensure the department offers a Simply Brilliant customer
service and seek ways to improve the customer experience
- Own the customer relationship and professionally process all customer service calls,

positively and respectfully
- Respond to customer questions and resolve customer issues in a timely manner/escalate

where required
- Record and verify accurate information from all customer interaction - all details must be

captured in compliance with the Data Protection Act
- Ensure a full knowledge of the customer complaint escalation process, adhering to the

process at all times
- Maintain company and client confidentiality
- Achievement of performance targets as set by the Team Leader to ensure customer

excellence is met
- Multi-task by adjusting from one type of call to another without loss of efficiency,

composure or knowledge
- Liaise with other departments within your campaign to resolve account queries, technical

and international network related queries
- Provide support to Account and Service Managers to ensure consistency and customer

satisfaction
- Offer up-sells and cross-sells to callers where appropriate without jeopardising Company

Brand
- Maintain a high level of punctuality with consistent and reliable attendance standards
- Full participation in personal accreditation in all Accredited Modules, striving for a

minimum pass rate of 90%
- To undertake any additional tasks as directed by management in the interest of the

company and the customer
- Performance in role will be intrinsically linked to company bonus scheme (Where

applicable)

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