Job Openings at Teleperformance

Qualifications

Education and Specific Training and 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