Job Openings at Teleperformance

Qualifications

Education and Specific Training

• Matric or equivelant 

Work Experience

• 6- 12 months BPO Insurance/ financial services experience – Essential
• Experience within a Financial Sector/ Banking/ Insurance/ Fraud team (preferred)
• This is a Night shift role

Responsibilities

• Working as part of a team to ensure the department offers a Simply Brilliant customer service and seek ways to improve the customer experience 
• Own the customer relationship and professionally process all customer service calls, positively and respectfully 
• Respond to customer questions and resolve customer issues in a timely manner/escalate where required 
• Record and verify accurate information from all customer interaction – all details must be captured in compliance with the Data Protection Act
• Ensure a full knowledge of the customer complaint escalation process, adhering to the process at all times
• Maintain company and client confidentiality
• Achievement of performance targets as set by the Team Leader to ensure customer excellence is met
• Multi-task by adjusting from one type of call to another without loss of efficiency, composure or knowledge
• Liaise with other departments within your campaign to resolve account queries, technical and international network related queries
• Provide support to Account and Service Managers to ensure consistency and customer satisfaction
• Offer up-sells and cross-sells to callers where appropriate without jeopardising Company Brand
• Maintain a high level of punctuality with consistent and reliable attendance standards
• Full participation in personal accreditation in all Accredited Modules, striving for a minimum pass rate of 90%
• To undertake any additional tasks as directed by management in the interest of the company and the customer
• Performance in role will be intrinsically linked to company bonus scheme (Where applicable)