Customer Service Advisor- Project Lightbulb

Overview

As the first point of contact for our client’s valued customers, our Customer Service Agents ensure the highest quality standards are delivered at all times while 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, while continually demonstrating the Teleperformance Mission and our values in every customer interaction.

Main Job Requirements

Required Skills:

1. Customer service skills
2. Comprehensive computer skills
3. Effective use of Office tools including email, use of internet browsers, and others
4. Language skills – high competency in the English language required. Other language requirements will be dependent on the role.
5. Empathetic
6. Customer focused
7. Excellent verbal and written communication skills
8. Flexibility
9. Lives and breathes the company values
10. Self-motivated
11. High levels of resilience and focus
12. Continuous improvement mindset
13. Team Player
14. Adaptable

Education and Specific Training

Work Experience:

Matric Minimum of 6 months call Centre experience - Advantageous. Previous Customer service experience.

Responsibilities:

1. 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.
2. Uses a range of customer experience and interpersonal skills to deal with customer queries delivering an exceptional service in every interaction.
3. 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.
4. Completes any data capture and customer notes logs to a highly accurate level.
5. Escalates complex customer cases appropriately where required.
6. Quickly and efficiently identifies customer requirements and proactively delivers solutions.
7. Applies discretion and delivers timely judgments with the primary goal of resolving the customer’s problem and ensuring the retention of a satisfied customer.
8. 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.
9. Keeps abreast of any changes to campaign/account information and takes every opportunity to increase campaign knowledge.
10. 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.
11. Ensures that a great customer experience is at the heart of everything they deliver.
12. Constantly looks for possible improvements in the customer experience and raises ideas on the All Ideas Matter platform.
13. Manages own attendance effectively including, holiday entitlement, sickness, and lateness.
14. 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.
15. Conducts themselves in such a manner which embraces diversity and respect for others, and engages colleagues, managers and works in a positive way.
16. Other duties as assigned.