Job Description

OverviewAs the first point of contact for our clientxe2x80x99s 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.QualificationsMain Job RequirementsRequired Skills
xefx82xb7 Customer service skills
xefx82xb7 Comprehensive computer skills
xefx82xb7 Effective use of Office tools including email, use of internet browsers and others
xefx82xb7 Language skills xe2x80x93 high competency in English language required. Other language requirements will
be dependent on role.
xefx82xb7 Empathetic
xefx82xb7 Customer focused
xefx82xb7 Excellent verbal and written communication skills
xefx82xb7 Flexibility
xefx82xb7 Lives and breathes the company values
xefx82xb7 Self-motivated
xefx82xb7 High levels of resilience and focus
xefx82xb7 Continuous improvement mindset
xefx82xb7 Team Player
xefx82xb7 AdaptableEducation and Specific TrainingWork Experience
xefx82xb7 Matric
xefx82xb7 Minimum of 6 months call Centre experience- Advantageous
xefx82xb7 Previous Customer service experienceResponsibilitiesReceives 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 xefx82xb7 Uses a range of customer experience and interpersonal skills to deal with customer queries delivering an
exceptional service in every interaction xefx82xb7 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 xefx82xb7 Completes any data capture and customer notes logs to a highly accurate level xefx82xb7 Escalates complex customer cases appropriately where required xefx82xb7 Quickly and efficiently identifies customer requirements and proactively delivers solutions xefx82xb7 Applies discretion and delivers timely judgments with the primary goal of resolving the customerxe2x80x99s problem
and ensuring the retention of a satisfied customer xefx82xb7 Embraces training, coaching and development to become a knowledge expert in terms of the clientxe2x80x99s
products and services, effectively promoting brand values to customers xefx82xb7 Keeps abreast of any changes to campaign/account information and takes every opportunity to increase
campaign knowledge xefx82xb7 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 (KPIxe2x80x99s), Sales and
Performance targets xefx82xb7 Ensures that a great customer experience is at the heart of everything they deliver Job xefx82xb7 Constantly looks for possible improvements in the customer experience and raises ideas on All Ideas Matter
platform xefx82xb7 Manages own attendance effectively including, holiday entitlement, sickness and lateness xefx82xb7 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 xefx82xb7 Conducts themselves in such a manner which embraces diversity and respect for others, and engages
colleagues, managers and work in a positive way xefx82xb7 Other duties as assigned.

Teleperformance