What are the responsibilities and job description for the Customer Service Representative CB position at Teleperformance?
Overview
As a member of our Team at Teleperformance, you will play a key role creating a unique customer experience. You will become a specialist in effectively resolving customer queries including making and amending payments, updating customer’s details, taking card payments and answering general finance questions.
Our callers want to talk to people with personality. People who’ll listen, ask the right questions and patiently offer the solutions that leave them smiling. Bring your experience and enthusiasm and you’ll have the chance to support one of the UK’s leading financial services provider.
Qualifications
Expereince
- Minimum of 6-12 months experience working within a similar service/Insurance driven BPO environment.
- Experience working within the Financial Service Industry or similar Regulated Industry - Preferred
- Proven Experience in delivering excellent customer services to internal and external customers
- Maintain campaign performance, quality, regulatory and compliance standards
- Experience in the insurance industry
Qualifications
- Matric or equivalent- Essential
Our Environment:
- Values based environment where the customer is first
- Fast paced environment where attention to detail is of utmost importance
- We collectively embrace change and step up to the challenge
- Support and guidance is a given - as much as independence is expected
Responsibilities
Responsibilities
- Responding to Inbound Customers and Colleagues
- customer support agents are responsible for helping each customer find the appropriate solution for their situation.
- Taking ownership of high-risk vulnerable customers by providing end to end management and a consistent point of contact
- Queries to identify, qualify and close
- Understanding customer’s reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business
- Striving for First Call Resolution, on every contact
- Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person, developing joint solutions and sharing best practice.
- Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand
- Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance Complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements
- As part of working in the financial sector, you will be required to maintain customer accounts including taking fees, payments & interest.
- Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing business.
- adhere to FCA conduct rules
