Job Description

Overview
As 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.
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 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
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.