Job Description

As the first point of contact for our client’s valued customers, our Customer Service Agents ensure the highest of quality standards are delivered at all times 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. Sshortlisted 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

Main Job Requirements

Required Skills  Customer service skills  Comprehensive computer skills  Effective use of Office tools including email, use of internet browsers and others  Language skills – high competency in English language required. Other language requirements will be dependent on role.  Empathetic  Customer focused  Excellent verbal and written communication skills  Flexibility  Lives and breathes the company values  Self-motivated  High levels of resilience and focus  Continuous improvement mindset  Team Player  Adaptable

Education and Specific Training

Work Experience Matric  Minimum of 6 months call Centre experience- Advantageous  Previous Customer service experience

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 Job

Constantly looks for possible improvements in the customer experience and raises ideas on All Ideas Matter platform

Manages own attendance effectively including, holiday entitlement, sickness and lateness

Adheres to all company and/or industry governance and regulation principles relevant to my role, including but not limited to the FCA Conduct rules and other regulatory requirements

Conducts themselves in such a manner which embraces diversity and respect for others, and engages colleagues, managers and work in a positive way

Other duties as assigned.