ZAF Customer Expert/Financial Services

Teleperformance; Cape Town; Hybrid; ZAR 180,000 - 240,000; Full time

Job summary

Teleperformance in Cape Town, South Africa, is seeking an attentive customer service representative to handle inbound calls, emails, and chats. You will guide customers to resolution, convert quotes into sales, and provide tailored product guidance to meet customer needs.

The role emphasizes exceptional service, quick issue resolution, and adherence to client SLAs, with opportunities to grow product knowledge and cross-sell effectively.

Qualifications

• Matric or NQF Level 4 (preferred).
• 6-12 months of experience in customer service/sales are essential.
• Superior oral and written communication, presentation, and interpersonal skills.

Responsibilities

• Guide customers to issue resolution via phone, email, and chat channels.
• Convert quotes into sales focusing on customer retention and exceptional service.
• Problem-solve customer challenges and educate them on additional features or use cases for the product/service.
• Advocate for customers, taking ownership of the resolution journey.
• Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and quickly execute decisions.
• Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly.
• Demonstrate strong business and strategic acumen to balance both the customer and business goals.
• Respond to product inquiries and answer questions ensuring the product matches the customers’ needs.
• Become a product expert and understand each customer’s needs to provide real, effective solutions based on customers’ needs and deliver exceptional customer service.
• Uphold processes and policies in support of organizational goals.
• Execute against organizational SLAs for customer care.
• Contribute proportionately to the team’s achievement of all KPI’s as set by the Team Leader.
• Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to our customers are fulfilled.
• Balance rapidly shifting priorities through multitasking and flexibility.
• Maintain positive attitude in the face of customer concerns, treating customers fairly and with respect.
• Act as subject matter expert on processes, policies, and internal tools while advocating for the customer experience.
• Following our Business Code of Conduct and regulatory requirements and always acting with integrity and due diligence.
• Understanding customer’s needs and, or, any vulnerabilities the customer may have to ensure each customer receives appropriate assistance in good time to ensure the customer is not disadvantaged

Skills

Communication skills

Presentation skills

Interpersonal skills

Education

Matric or NQF Level 4

Job description

Overview

Dealing effectively with inbound calls regarding a range of products and transactions is what’s involved here. A real chance to make the most of your excellent customer service skills. You’ll spend each day identifying and fulfilling a variety of needs, including bringing on board new customers, retaining existing ones and cross‑selling at every opportunity. In short, you’ll provide a high-quality service and prove that nothing is too much trouble.

Qualifications

Education and Specific TrainingWork Experience Matric or NQF Level 4 (preferred)

Minimum 6- 12 months of experience working with a Customer service/Sales process - essential

Superior oral and written communication, presentation, and interpersonal skills. - preferred

Responsibilities

Guide customers to issue resolution via phone, email, and chat channels

Converting quotes in to sales focusing on customer retention and exceptional service at all times

Problem-solve customer challenges and educate them on additional features or use cases for the product/service

Advocate for customers, taking ownership of the resolution journey

Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and quickly execute decisions

Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly

Demonstrate strong business and strategic acumen to balance both the customer and business goals

Respond to product inquiries and answer questions ensuring the product matches the customers’ needs

Become a product expert and understand each customer’s needs to provide real, effective solutions based on customers’ needs and deliver exceptional customer service

Uphold processes and policies in support of organizational goals

Execute against organizational SLAs for customer care

Contribute proportionately to the team’s achievement of all KPI’s as set by the Team Leader

Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to our customers are fulfilled

Balance rapidly shifting priorities through multitasking and flexibility

Maintain positive attitude in the face of customer concerns, treaƟng customers fairly and with respect

Act as subject matter expert on processes, policies, and internal tools while advocating for the customer experience

Following our Business Code of Conduct and regulatory requirements and always acting with integrity and due diligence

Understanding customer’s needs and, or, any vulnerabiliƟes the customer may have to ensure each customer receives appropriate assistance in good Ɵme to ensure the customer is not disadvantaged Additional duties and responsibilities may be assigned based on the ever-evolving service and support our customers require.