Overview
Senior Customer Service Representative- BPO Jobs in Cape Town, Western Cape 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 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. “Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Shortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”
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 Telecoms operators, partner organizations, vendors and IT support representatives in managing issues related to 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
Education and Specific Training
Matric/ Equivalent
Work Experience
Minimum of 18 months – 24 months’ experience working within a similar service driven environment.- preferred
Experience in customer facing technical support. – preferred
Good knowledge of operating systems, email clients – Preferred
Competence of the MS Office Suite.
Proven Experience in delivering excellent customer services to internal and external customers
Maintain campaign performance, quality, regulatory and compliance standards
Job Types: Full-time, Permanent
Pay: Up to R10 000,00 per month
Education:
High School (matric) (Required)
Experience:
BPO Customer Service: 2 years (Required)
Work Location: In person
Title: Senior Customer Service Representative- BPO
Company: TeleperformanceRSA
Location: Cape Town, Western Cape
Category:
