Customer Service Representative

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."

Skills and Attributes

• An excellent communicator (written and oral)
• Self-Motivated
• Passionate about learning
• Target Driven
• Polite, co-operative and a friendly manner essential
• Professional and welcoming
• Strong customer focus
• Excellent verbal communication skills
• Ability to deliver excellent customer service experience
• Ability to prioritise tasks
• Proven ability to listen actively and to hear important information
• Computer literacy
• Strong negotiation skills
• Curious, Team Spirited and Big Hearted
• A positive mind set with a passion for continuous improvement
• An exceptional driven and motivated individual with the passion to succeed in a fast-paced environment
• Have the ability to build rapport with Customers giving a human touch to the conversation
• Ownership and Rapport building

Experience

• Minimum of 6-12 months experience working within a similar service/Insurance driven BPO environment.
• Experience working within the Financial Service Industry or similar Regulated Industry - Essential
• Proven Experience in delivering excellent customer services to internal and external customers
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in the motor insurance industry

Qualifications

• Matric or equivalent- Essential

Salary Structure and incentives:

• Monthly Basic salary

Additional Benefits:

• Transport allowance
• Medical Insurance
• Provident fund *

• 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.