ZAF-CSR RL 10022025

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 targetsas appropriate for the line of business they support, whilst continually demonstrating the Teleperformance Mission and our values in every customer interaction.

Qualifications

Main Job RequirementsEducation 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 environmentSpecial Certifications None requiredOther 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, a

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 deliverJob Title: Customer Service AgentDepartment: OperationsManagement Responsibility for: NoneTravel Required: NoneReports to: Team LeaderLocation: TBCContract Type: TBCGrade: TBCJOB DESCRIPTIONFile/Doc NameJob Description – Customer Service AgentURN/ Version JD004, V1 Author VP Human ResourcesIssue Date 04/12/2020Dept/ Campaign Operations Classification External UseApproved byChief 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 Company’s 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.