Job Description

OverviewTo provide a Simply Brilliant customer experience by professionally and courteously handling all customer
contact in compliance with company directive. To actively promote the Teleperformance Brand by providing
quality customer service at every instance, promoting products and services whilst stimulating revenue for the
businessQualificationsEducation and Specific Training
Work Experience
xefx82xb7 Matric preferred
xefx82xb7 6- 12 months Insurance/Banking/financial services experience - Preferred
xefx82xb7 Experience within a Financial Sector (preferred)
xefx82xb7 Superior oral and written communication, presentation, and interpersonal skills.ResponsibilitiesWorking as part of a team to ensure the department offers a Simply Brilliant customer
service and seek ways to improve the customer experience
xefx82xb7 Own the customer relationship and professionally process all customer service calls,
positively and respectfully
xefx82xb7 Respond to customer questions and resolve customer issues in a timely manner/escalate
where required
xefx82xb7 Record and verify accurate information from all customer interaction - all details must be
captured in compliance with the Data Protection Act
xefx82xb7 Ensure a full knowledge of the customer complaint escalation process, adhering to the
process at all times
xefx82xb7 Maintain company and client confidentiality
xefx82xb7 Achievement of performance targets as set by the Team Leader to ensure customer
excellence is met
xefx82xb7 Multi-task by adjusting from one type of call to another without loss of efficiency,
composure or knowledge
xefx82xb7 Liaise with other departments within your campaign to resolve account queries, technical
and international network related queries
xefx82xb7 Provide support to Account and Service Managers to ensure consistency and customer
satisfaction
xefx82xb7 Offer up-sells and cross-sells to callers where appropriate without jeopardising Company
Brand
xefx82xb7 Maintain a high level of punctuality with consistent and reliable attendance standards
xefx82xb7 Full participation in personal accreditation in all Accredited Modules, striving for a
minimum pass rate of 90%
xefx82xb7 To undertake any additional tasks as directed by management in the interest of the
company and the customer
xefx82xb7 Performance in role will be intrinsically linked to company bonus scheme (Where
applicable)

Teleperformance