Back-Office/ Customer Service Advisor- BPO

Overview

Back-Office/ Customer Service Advisor- BPO Jobs in Cape Town, Western Cape 8000 at TeleperformanceRSA

Full Job Description

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

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

Main Job Requirements Required Skills

 To provide a professional contact point for customers, delivering accurate and concise information about products and services available.

 Exceed customer expectations by maintaining and exceeding the levels of service as defined by head of department

 To meet and exceed all KPI’s and service level agreements  Attention to detail  Adherence to deadlines

 Team Player

 Reliability Initiative

 Assertive / confident

 Flexible

 Highly energetic and enthusiastic

 Dedicated Education and Specific Training

Work Experience

 Matric preferred

 12 months Insurance/Banking/financial services experience – Preferred

 Back Office- Admin Support experience

 Experience within a Financial Sector (preferred)

 Superior oral and written communication, presentation, and interpersonal skills.

willing to work Nightshift

Job Types: Full-time, Permanent

Pay: R7 000,00 – R8 500,00 per month

Work Location: In person

Title: Back-Office/ Customer Service Advisor- BPO

Company: TeleperformanceRSA

Location: Cape Town, Western Cape 8000

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