Customer Service Advisor for Teleperformance | Onsite CT – Night Shift

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

Qualifications

• Matric or Equivalent
• Minimum 12 months + Customer Service experience
• Previous Call Centre Sales experience – Advantageous

Responsibilities

•  Through personalized relationships and communication efforts, you will take ownership of first
  interactions that a member has with our brand.
•  Create a seamless personalized activation experience for our new members.
•  Focused on learning and helping to create scalable processes.
•  Establish long-term customer relationships by providing exceptional service and one-call
  resolution.
•  Maintain strong knowledge of all our wireless products, accessories and pricing plans.
•  Collaborate with team members to achieve organizational goals.
•  Attract potential customers by providing helpful suggestions and selling the value of our products
  and services.
•  Accurately respond to customers’ questions regarding billing, device activation, and setup,
  product features, troubleshooting, and hardware operation.
•  Guide customers through making payments via chat, phone, or email.
•  Identify opportunities and provide feedback by assessing call trends and/or diagnostic
  improvements to provide a higher level of customer service, performance and efficiency.
•  Interpret and execute on a variety of instructions furnished in written, oral, diagram, and/or
  schedule form via chat, phone, and email.
•  Assist with driving organizational initiatives and team projects by providing ideas and solutions