ZAF Customer Service Representative VB - Insurance/Banking/Financial

Teleperformance; Cape Town; On-site; ZAR 89,000 - 179,000; Full time

Job summary

Teleperformance in South Africa is hiring for a customer care role focused on delivering industry-leading service and resolving queries across multiple channels. You will handle consumer electronics/appliances support, promote products, and work toward high customer satisfaction while adhering to client directives.

Ideal candidates have 6–12 months in customer service or sales, with strong written and verbal communication, and interpersonal skills.

Qualifications

• 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.

Responsibilities

• Providing exceptional Customer Care to the existing customer base.
• Safeguard, develop and enhance customer loyalty by providing excellent Customer Care and promoting products/services.
• Responding to and resolving inbound customer and colleague queries related to consumer electronics/appliances.
• Supporting queries to identify, qualify and close new sales opportunities.
• Understand customer needs, resolve queries through remote resolution or escalate per process.
• Strive for First Call Resolution on every contact.
• Diagnose and resolve first line issues; escalate when needed to improve service standards.
• Collaborate with Customer Care to raise service standards and share best practices.
• Handle additional customer administration and product processing to maximize efficiency.
• Develop Customer Care skills, apply best practices, and meet client expectations for sales/service excellence.

Skills

Customer service

Communication skills

Interpersonal skills

Education

Matric or NQF Level 4 (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.”

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. S 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 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

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