ZAF Customer Service Representative DB Nightshift - Sales/Service

Teleperformance -
Cape Town, Western Cape

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Job Details

Full Job Description

Overview

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines. “Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Sshortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”

Qualifications

Education and Specific Training
Work Experience
 Matric/ Equivalent  Minimum of 6 months – 12 months’ experience working within a similar service/Sales
driven environment. (US Telecommunications)  Experience in technical support/Sales and or telecommunications environment  Good knowledge of operating systems  Knowledge of and/or solid understanding of Wi-Fi, configuration of cable modems,
routers, switches, cell phones and other networking peripherals. -advantageous  Competence of the MS Office Suite.  Maintain campaign performance, quality, regulatory and compliance standards  Experience delivering service/sales to a US Market-required

Responsibilities

Handle incoming phone calls and emails from existing and potential business customers
on queries relating but not limited to:
Sales and product enquiries, Account, and billing queries, service faults, service
configuration and troubleshooting.
Provide support to customers while demonstrating excellent customer service skills
Use network monitoring tools to assess and identify issues
Log and escalate faults with relevant contacts and systems to required level of detail
Take ownership of and manage incidents through to resolution
Liaise with various internal support and engineering groups during progression of issues
(Data, voice, transmission, NOC etc.)
Manage the prioritization of issues
Liaise with the various operators, stakeholders, partner organizations, vendors and IT
support representatives in managing issues related to Telecoms and or Retail Main
Outputs: (e.g. reports, written correspondence, sales)
Maintain and update customer contact and account details.
Maintain a report on support contact drivers to identify patterns in fault occurrences.
Carry out specific administrative support as requested

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Overview

Qualifications

Responsibilities

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