Job Openings at Teleperformance

Qualifications

• A positive, aspirational attitude, learning ability and a growth mindset
• A strong work ethic, a drive to achieve success and be a team player
• A Business, Finance, Accounting or related Certificate, Diploma or Degree
• A strong attention to detail and critical thinking
• Good English communication skills
• Digital savvy and interest
• Grade 12 or equivalent’s will be considered if you have achieved strong results in Maths, Accounting and Business related subjects.

TVET and University graduates given preference, ideally with one of the following academic disciplines (Diplomas or Degree’s):

• Financial Management
• Legal Services
• Economics and Accounting

Responsibilities

• The Global Business Services Financial Services Skills Accelerator is a structured, integrated 6 month intensive learning journey designed to prepare qualifying applicants for learning and employment opportunities within the Global Financial and Business Services Sector.
• This learning journey is targeted at Banking, Insurance, Finance, Accounting and Outsourced Financial Services job opportunities.
• Teleperformance are innovatively collaborating with service providers to prepare talented youth for employment opportunities within meaningful and sustainable careers in the South African Financial and Business Services Sector.
• Secure your future by upskilling in critical transferable and in demand skills that will secure your employability now and in the future.
• This opportunity is aimed at financial graduates, or those soon to graduate requiring work integrated learning as a final step to qualification and employment.

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Qualifications

Education and Specific Training and Work Experience

• Matric or equivalent
• 6- 12 months BPO Insurance/ financial services experience – Essential Experience within a Financial Sector (preferred)
• Superior oral and written communication, presentation, and interpersonal skills.

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)

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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

go to method of application »

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)

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)

go to method of application »

Qualifications

Education and Specific Training

• Matric or Equivalent - Required

Work Expereince 

• Minimum 6- 12 months of experience working with a collection process – Essential
• Minimum 6- 12 months of experience working with a Sales process Superior oral and written communication, presentation, and interpersonal skills

Essential

• Previous collections experience in a banking/insurance environment- advantageous

Responsibilities

• Negotiation & persuasion skills with ability to connect with customers.
• Understand different delinquency cycle(s) of (business to consumer/business to business) (mention products to collect from) (if needed mention consumer or corporate products) .
• Able to follow local laws set up by different credit and collection governing agencies.
• Demonstrate effective skip tracing techniques through programs and policies implemented by Client
• Effective communicator as role will often require building rapport with consumer to understand the reason for debt delinquency.
• Follow and maintain compliance, quality assurance, and client-specific standards on all accounts handled.
• Able to work and navigate through multiple system to check and provide information related customer account.
• Meet key KPIs on day-to-day basis set up by the process based on client’s requirement.
• Able to demonstrate empathy and sympathy on the call with customer.
• Ability to be polite and compassionate without lacking confidence.
• Able to handle customers objections such as but not limited to disputes, bill charges, statements, etc..
• To respect and act according Teleperformance’s rules, regulations, and values

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Qualifications

Skills and Attributes

• An excellent communicator (written and oral)
• Self-Motivated
• Passionate about learning
• Target Driven
• Polite, co-operative and a friendly manner essential
• Professional and welcoming
• Strong customer focus
• Excellent verbal communication skills
• Ability to deliver excellent customer service experience
• Ability to prioritise tasks
• Proven ability to listen actively and to hear important information
• Computer literacy
• Strong negotiation skills
• Curious, Team Spirited and Big Hearted
• A positive mind set with a passion for continuous improvement
• An exceptional driven and motivated individual with the passion to succeed in a fast-paced environment
• Have the ability to build rapport with Customers giving a human touch to the conversation
• Ownership and Rapport building

Experience

• 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 - Essential
• Proven Experience in delivering excellent customer services to internal and external customers
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in the motor insurance industry

Qualifications

• Matric or equivalent- Essential

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 new business opportunities
• 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
• 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

go to method of application »

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)