Customer care representative - onsite

Category : Customer Service / SupportAboutTPTeleperformance is a global, digital business services company.We deliver the most advanced, digitally powered business servicesto help the world’s best brands streamline their business inmeaningful and sustainable ways. With more than 500,000 inspiredand passionate people speaking more than 300 languages, our globalscale and local presence allow us to be a force of good insupporting our communities, our clients, and theenvironment.Benefits of working with TP include : PaidTrainingCompetitive WagesFull Benefits (Medical, Dental, Vision,401k and more)Paid Time OffEmployee wellness and engagementprograms Teleperformance and You Through a balanced high-tech andhigh-touch approach blended with deep industry and geographicexpertise, we make people's lives simpler, faster, and safer. Wehelp companies adapt quickly to changing needs, and are inspired todeliver only the best in all that we do. You will become a keycontributor in making that happen.As the eyes and ears for our teamfielding customer inquiries and finding innovative ways to respond,you will work in a collaborative and engaging environment. You willhave the chance to interact with people from all walks of life, andno two days will be the same. As you continue to grow and challengeyourself, you will discover your potential can take you anywhereyou want to go. Did you know that our Chief Client Officer startedher career at Teleperformance as an agent and advanced to thepinnacle of the company? At Teleperformance, the sky is the limit!This position will be based on-site at our Brownsville, Texaslocation.Your ResponsibilitiesAs a Customer Service Representative,your main responsibility is to find innovative ways to respond tovarying questions, issues, and concerns. Answering inboundtelephone calls, chat, email & reviews in a skills-basedenvironment where transactions range from call transfers to in-roomwork order requests, to complex hotel, dining, event andentertainment reservations for customersResponding to inboundcustomer and partner digital inquiries, using methods and verbiagedefined by managementAnswer Operator calls(internal / External)Providing customers with a clear picture ofcompany products and services; always leading the call withoutfailing to listen to the voice of the customerEnsuring thatcustomer requests for reservations and other services are met andconfirmed within the guidelines established by managementSensingand exploiting up-sell opportunities where appropriate; alwaysattempting to cross-sell in cases a specific request cannot bemetPresenting, a positive view of the company and its propertieswhen interacting with customers and fellow employees at alltimesEscalating difficult and complex situations to Team Leaders asthey ariseWork with Quality Coaches and Team Leaders to evaluateindividual performance and make efforts to improve performancewhere the need has been indicatedProvide Team Leaders withimportant observations culled from many customer interactions,offering suggestions to improve process, product or serviceofferingsWorks diligently to support company culture and teamphilosophy throughout the property.Comply with all departmental andcompany policies including company business ethicsguidelines.Maintain confidentiality of all company trade secretsand proprietary information including business processes, customerinformation, marketing plans and any other confidentialinformationBe willing to participate in peer to peer coaching on aone on one basis as well as to support the overall team byassisting on the call center floor by answeringquestionsDemonstrate actions and behaviors that reinforce theCompany’s mission, “Unconquered Vision, Unparalleled Service,Unlimited Future,” and values of Fast, Fun, Friendly, Fresh andFocused in all we doExhibit conduct in accordance with all companyregulations and Seminole Tribe of Florida departmental policies andproceduresWe’re looking for fearless people – people who areinspired to deliver only the best in all that we do.Two year ormore of directly related experience in an inbound contact center orface to face customer service or similar customer serviceroleEffective, demonstrable computer skills (beyond basickeyboarding) and understanding of telephone etiquetteKnowledge ofproperty management, reservations and player tracking systems (e.g.Windsurfer, SHR, Hot SOS, Seven Rooms, LMS, CMP) isadvantageous;Proficiency in basic Windows and MS Office packages isvery importantStrong verbal communication skillsLanguageRequirements : Bilingual (English & Spanish)Experience handlingcustomer calls in a 24x7 sales-oriented inboundenvironmentExperience handling reservations or in the casino / hospitality industry is considered a plusMust be able to workflexible schedules based on the needs of the business. Schedulesubject to change based on business / customer needs.Be Part of OurTP FamilyIt is our mission to always provide an environment whereour employees feel valued, inspired, and supported, so that theycan bring their best selves to work every day. We believe that whenemployees are happy and healthy, they are more productive,creative, and engaged. We are committed to providing a workplacethat is conducive to happiness and a healthy work-life balance. Wealso believe that to be our best selves, we need to be surroundedby people who are positive, supportive, and challenging. We arecommitted to creating a culture of inclusion and diversity, whereeveryone feels welcome and valued.Teleperformance is an EqualOpportunity Employer