Job Description

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines. “ 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

Education and Specific TrainingWork Experience Matric/ Equivalent  Minimum of 6 months – 12 months’ experience working within a similar service/Sales driven environment. (US Telecommunications)  Experience in technical support/Sales and or telecommunications environment  Good knowledge of operating systems  Knowledge of and/or solid understanding of Wi-Fi, configuration of cable modems, routers, switches, cell phones and other networking peripherals. -advantageous  Competence of the MS Office Suite.  Maintain campaign performance, quality, regulatory and compliance standards  Experience delivering service/sales to a US Market-required

Responsibilities

• Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:
• Sales and product enquiries, Account, and billing queries, service faults, service configuration and troubleshooting.
• Provide support to customers while demonstrating excellent customer service skills
• Use network monitoring tools to assess and identify issues
• Log and escalate faults with relevant contacts and systems to required level of detail
• Take ownership of and manage incidents through to resolution
• Liaise with various internal support and engineering groups during progression of issues (Data, voice, transmission, NOC etc.)
• Manage the prioritization of issues
• Liaise with the various operators, stakeholders, partner organizations, vendors and IT support representatives in managing issues related to Telecoms and or Retail Main Outputs: (e.g. reports, written correspondence, sales)
• Maintain and update customer contact and account details.
• Maintain a report on support contact drivers to identify patterns in fault occurrences.
• Carry out specific administrative support as requested