ZAF Customer Service Representative IT

Teleperformance -
Cape Town, Western Cape

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Job Details

Full Job Description

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. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector.

“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

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 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 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.

Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.

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Overview

Qualifications

Responsibilities

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