Customer Service Representative

2 hours ago

Cape Town, Western Cape, South Africa Teleperformance Full time


Overview

As the first point of contact for our client's valued customers, our Customer Service Agents ensure the highest of quality standards are always delivered whilst developing customer loyalty and providing an exceptional customer experience. They provide outstanding customer care, matching the needs of the customer to the appropriate products and services. Customer Service Agents will be expected to meet and exceed Key Performance Indicators and targets as appropriate for the line of business they support, whilst continually
demonstrating the Teleperformance Mission and our values in every customer interaction.


"Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company.  For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Shortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider."



Qualifications

  • Matric or equivelant
  • 6+ months of experience in Customer Service(Call Centre).
  • Previous BPO experience servicing the UK market


Responsibilities

  • Receives and makes customer contacts through various channels (including but not limited to voice calls, chat, email, and social media) and provides a first-class service representing Teleperformance and our clients in a professional and polite manner
  • Uses a range of customer experience and interpersonal skills to deal with customer queries delivering an exceptional service in every interaction
  • Resolves customer complaints by taking ownership of the situation, utilizing the appropriate communication channels and internal company/client systems to provide a solution and acceptable outcome
  • Completes any data capture and customer notes logs to a highly accurate level
  • Escalates complex customer cases appropriately where required
  • Quickly and efficiently identifies customer requirements and proactively delivers solutions
  • Applies discretion and delivers timely judgments with the primary goal of resolving the customer's problem and ensuring the retention of a satisfied customer
  • Embraces training, coaching and development to become a knowledge expert in terms of the client's
    products and services, effectively promoting brand values to customers
  • Keeps abreast of any changes to campaign/account information and takes every opportunity to increase campaign knowledge
  • Manages and takes ownership of own performance with the use of Monthly Balanced Performance
    Scorecards and applies every effort to meet and exceed Key Performance Indicators (KPI's), Sales and Performance targets
  • Ensures that a great customer experience is at the heart of everything they deliver.

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