Jobs at Teleperformance South Africa

Overview

• To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines.

Qualifications
Education and Specific Training
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

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Overview

• To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Teleperformance Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business

Qualifications
Education and Specific Training
Work Experience

• Matric or NQF Level 4 (preferred)
• Minimum 6- 12 months of experience working with a collection process – preferred
• Minimum 6- 12 months of experience working with a Customer service process Superior oral and written communication, presentation, and interpersonal skills. - preferred

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) .
• Effectively manage mid-range arrears customers, preventing accounts rolling through to write-off and working in line with the company’s contact strategy.
• Provide advice, guidance, and options to customers who are in financial difficulty, which is affecting their ability to make the required repayments.
• Support the Company Collections and Customer Growth by taking ownership and working alongside the customer during their financial circumstance.
• Negotiate positive outcomes for customers while gaining a good understanding of their financial position and ability to repay.
• Carry out additional duties, including providing support on ad hoc tasks and projects as required within the business.
• 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.
• To respect and act according Teleperformance’s rules, regulations, and values

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Overview

• To provide an industry leading, simply brilliant customer experience by professionally and courteously handling all customer contact in compliance with company and client directive. To actively promote the brand by providing quality Customer Care at every instance, resolving customer queries whilst also promoting services in turn stimulating revenue for the business and driving brand NPS. To handle and resolve day to day customer requests received via different channels of communication and as per client guidelines.

Qualifications
Education and Specific Training

• Matric/ Equivalent

Work Experience

• Minimum of 6 months -12 months call Centre/ telephone sales experience
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in a FCA regulated environment – Advantageous
• Experience in banking/Insurance Financial industries- Advantageous
• Customer focused and target driven

Responsibilities

• Providing exceptional Customer Care to the existing customer base.
• The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent Customer Care. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.
• Responding to and resolving inbound customers and colleagues’ queries related to consumer electronics/appliances.
• Also supporting queries to identify, qualify and close new sales opportunities.
• Understanding customer’s reasons for requiring product support, resolving their query effectively and efficiently through remote resolution or if not through further support options per process.
• Striving for First Call Resolution, on every contact.
• Diagnosing and resolving first line issues.
• Working closely with Customer Care colleagues to raise service standards through escalating issues and opportunities when necessary 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 Care 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

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Overview

• As a Contact Centre Agent for an airline, you will serve as the primary point of contact for passengers via phone. You will be responsible for providing excellent customer service, assisting with flight reservations, inquiries, and ticketing, and promoting and selling additional airline products and services to enhance the passenger experience and support revenue generation.

Qualifications

• At least 6+ months of previous experience in customer service, sales, or a contact centre environment is preferred, but not mandatory.
• Matric or NQF Level 4 qualification.

Responsibilities

• Handle inbound calls with passengers, helping with flight reservations, bookings, and changes.
• Address customer inquiries, complaints, and special requests professionally and effectively.
• Provide passengers with accurate and timely information on flight schedules, delays, cancellations, and other relevant travel details.
• Resolve customer issues or escalate complex matters to the appropriate department, ensuring a smooth customer experience.
• Promote and sell airline services, including seat upgrades, additional baggage, lounge access, travel insurance, and other ancillary products.
• Actively cross-sell and upsell services to increase revenue while providing tailored solutions to meet customer needs.
• Assist with ticket purchases, changes to reservations, and upgrades, offering customers personalized options.
• Proactively identify and offer products that enhance the customer’s travel experience.
• Ensure compliance with airline policies, security regulations, and industry standards while processing customer requests.
• Process payments accurately, handle transactions securely, and provide customers with invoices or receipts.
• Maintain accurate records of customer interactions, bookings, and sales activities in the airline’s system.
• Collaborate with other departments to ensure seamless service delivery and issue resolution.

go to method of application »

Overview

• To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines.

Qualifications
Education and Specific Training
Work Experience

• Matric/ Equivalent
• Minimum of 6 months -12 months call Centre/ telephone sales experience
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in a FCA regulated environment – Advantageous
• Experience in banking/Insurance Financial industries- Advantageous 

Responsibilities
Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:

• Ensuring adherence to the DPA requirements within the CS environment
• Complaint handling skills ensuring appropriate solutions are offered
• Processing customer payments
• Providing transactional data both recent and historically
• Processing replacement card requests
• Submitting Lost and Stolen requests including the immediate blocking of an account and updating the customer records with accurate information to ensure Fraud risk is minimal.
• Updating customer records on request ensuring accounts are updated accurately
• Processing cash advance requests
• Activating accounts and adhering to all activation scripting to ensure accounts are opened accurately
• Closing customer accounts on request
• Providing interest calculation advice on request
• Providing correct and accurate advice in relation to accounts which are in a collections state and where necessary adding a promise to pay
• Processing credit balance refunds on request
• Setting up Direct Debits
• Raising disputes through to the fraud department as per the agreed processes
• Providing technical support for all online enquiries including the re-setting of accounts.
• Submitting account blocks as and when required and ensuring adherence to company guidelines.
• Processing Inbound applications and ensuring accurate data entry of customer details into the Transact systems
• Ensuring appropriate letters are issued to customers based on their requests
• Support the location of missing payments and raising through to the relevant areas to ensure customers’ accounts are processed accurately
• Submitting pin requests
• Ensuring all reasonable adjustment requests are processed and accurately recorded
• Processing additional cardholder and authorized user requests
• Adhering to all compliance scripting

Correspondence Responsibilities

• Processing as above all customer written requests adhering to all compliance and DPA requirements
• Using Econsumer to amend date of birth mis-matches and following strict procedural guidance.
• Batch and record all volumes of customer correspondence
• Processing credit limit reductions and rejections
• Support the archiving process of correspondence
• Ensuring copy statements are ordered and appropriately charged to the customer’s account

Additional Responsibilities:

• As part of your continuous development you will be given the opportunity to be a buddy to new starters and champion new initiatives within the department. You will also be required to support business requirements and where necessary provide support to other areas of the business