Customer Service Representative Onsite (Waterloo)

at  Teleperformance

ABOUT THE JOB

We are looking for great people to join our team as Customer Service Agents. You will proactively identify and offer appropriate solutions that create high customer satisfaction.
Teleperformance is the world leader in customer experience management. You can be a part of our team connecting the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure positive customer experience. We are the largest interaction expert team in the market, connecting with more than 35% of the world population each year.

• Work collaboratively as a team with a goal to achieve a high quality standard.
• Work in a high call-volume contact centre answering an average of 100 calls or more.
• Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Proactively offer appropriate solutions that create high customer satisfaction.
• Exercise patience and empathy that resolve customer concerns.
• Identify and maximize opportunities to cross-sell and up-sell to existing customers.
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
• Adhere to our client’s policies, procedures and industry compliances