ZAF Customer Service Representative IT at Teleperformance

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

0.0

Posted On

05 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Computer skills, Office tools, English language, Empathy, Customer focused, Verbal communication, Written communication, Flexibility, Self-motivated, Resilience, Continuous improvement, Team player, Adaptable, Data capture, Problem solving

Industry

Outsourcing and Offshoring Consulting

Description

Overview 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.“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. Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.

Responsibilities

The representative manages customer interactions across multiple channels to provide professional service and resolve queries. They are responsible for maintaining accurate logs, meeting performance KPIs, and promoting brand values through effective communication.