Job Description

OverviewAs the first point of contact for our clients 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 Requirements
Education and Specific Training
Product Training on client accounts (will be provided on appointment)
Work Experience
6 months of customer service experience, preferably in a contact centre environment
Special Certifications
None required
Other requirements
Certain background checks may be required as relevant to the line of business
If working from home, there will be core requirements covering broadband, technology &
equipment, aResponsibilities 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
customers problem and ensuring the retention of a satisfied customer
Embraces training, coaching and development to become a knowledge expert in terms of
the clients 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 (KPIs), Sales and Performance targets
Ensures that a great customer experience is at the heart of everything they deliver
Job Title: Customer Service Agent
Department: Operations
Management Responsibility for: None
Travel Required: None
Reports to: Team Leader
Location: TBC
Contract Type: TBC
Grade: TBC
JOB DESCRIPTION
File/Doc
Name

Customer
Service Agent
URN/ Version JD004, V1 Author VP Human Resources
Issue
Date 04/12/2020
Dept/
Campaign Operations Classification External
Use
Approved
by
Chief Operating
Officer Page 2 of 2
Constantly looks for possible improvements in the customer experience and raises ideas on
All Ideas Matter platform
Consistently demonstrates the Teleperformance values of Professionalism, Integrity,
Commitment, Innovation and Respect in every interaction
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
Adheres to and maintains own knowledge of all Company Policies, including the GESCP
(Global Enterprise Security, Compliance & Privacy) policies, HR policies, and other policies
communicated with from time to time through the Companys internal communication
platforms
Ensures highest levels of data protection, security adherence and prevention of fraud within
own role
Follows a common sense approach to Health & Safety and ensures all published measures
are followed at all times, and takes proper care and attention for both own health & safety
and that of others
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.

Teleperformance