ZAF Customer Service Representative BK - Sales Opportunity

Teleperformance; Cape Town; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Teleperformance in Cape Town seeks a dedicated Customer Care Agent to handle day-to-day inquiries from consumers, troubleshoot electronics and appliances, and promote services in line with client guidelines.

You will strive for first-call resolution, deliver exceptional service across channels (email, web chat), and support sales opportunities while complying with regulatory and quality standards.

Qualifications

• Education and training/Work experience; Matric preferred.
• Minimum 6 months to 1 year in customer care/service/sales environment.
• Email handling/web chat experience advantageous.
• Experience in retail/electronics/appliances advantageous.
• Proven ability to deliver excellent customer service to internal and external customers.
• Maintain operational performance, quality, regulatory and compliance standards.

Responsibilities

• Provide exceptional customer care to existing customers.
• Safeguard, develop and enhance customer loyalty by delivering excellent service and promoting products/services.
• Respond to and resolve inbound customer and colleague inquiries related to electronics/appliances.
• Support queries to identify, qualify and close new sales opportunities.
• Understand customer needs, resolve queries via remote resolution or escalate per process.
• Strive for First Call Resolution on every contact.
• Diagnose and resolve first-line issues.
• Collaborate with Customer Care to raise service standards and share best practices.
• Assist with customer administration and product processing to maximize efficiency during peaks.
• Develop your Customer Care skills and apply best practices to meet client standards and legal requirements.
• Take correct information, ask the right questions, and offer solutions that satisfy customers.

Skills

Customer service

Communication

Sales awareness

Email handling

Education

Matric (preferred)

Job description

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.“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.”

Qualifications

• Education and Specific TrainingWork Experience Matric (preferred)
• Minimum of 6 months - 1 years’ experience working within a similar customer care/service/sale environment.
• Email Handling/ Web chat experience (highly advantageous)
• Experience working within retail, consumer electronics, appliances, or similar Industry (highly advantageous)
• Proven Experience in delivering excellent customer services to internal and external customers
• Maintain operational performance, quality, regulatory and compliance standards

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 maximise 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 customers’ smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing Consumer electronics business.
• Addressing complaints and objection handling
• Assess, analyze and troubleshoot customer issues providing resolution to problems.
• Provide technical and troubleshooting support for consumers with electronics/appliances issues.