ZAF Customer Service Representative PM

Teleperformance; Cape Town; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Teleperformance in Cape Town is seeking a customer service focused role to handle inbound communications and proactively promote products and services. You will maintain high standards, resolve queries, and work within regulatory expectations to deliver exceptional customer experiences.

The role emphasizes retaining customers, cross-selling relevant offerings, and contributing to revenue growth while ensuring first-call resolution and compliance with client guidelines.

Qualifications

• Experience in delivering excellent customer service to internal and external customers.
• Experience with email handling and web chat is advantageous.
• Experience in retail or similar industry is advantageous.
• Proven ability to maintain campaign performance in line with quality and regulatory standards.
• Strong communication and problem-solving skills.

Responsibilities

• Provide exceptional customer service to the existing customer base.
• Safeguard and enhance customer loyalty by offering knowledgeable information and promoting products/services.
• Respond to inbound customer requests and escalated sales/queries.
• Identify opportunities and close new business where appropriate.
• Address reasons for cancellation and provide solutions to retain business.
• Aim for First Call Resolution on every contact.
• Collaborate with colleagues to raise service standards and share best practices.
• Handle administrative tasks to maximise operational effectiveness during peak periods.
• Develop customer service skills and apply best practice while meeting client expectations.

Skills

Customer service

Email handling

Web chat

Sales experience

Retail exposure

Job description

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. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector.“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. Sshortlisted 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

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

Responsibilities

• Providing exceptional Customer Service to the existing customer base.
• The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent customer services. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.
• Responding to Inbound Customers and Colleagues escalated sales and queries.
• Queries to identify, qualify and close new business opportunities.
• Understanding customer’s reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business.
• Striving for First Call Resolution, on every contact
• Working closely with service colleagues to raise service standards through escalating issues and opportunities 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 service 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
• Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing business.