ZAF Customer Service Representative VW - Insurance/Financial

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

Job summary

Teleperformance in Cape Town seeks a dedicated customer service professional to handle customer contacts with courtesy and professionalism. You will promote Teleperformance brands while delivering quality service and driving revenue through upsell opportunities.

As part of a regulated financial-facing service, you will follow strict compliance checks and maintain data privacy. A strong communication skillset and reliability are essential for success in this role.

Qualifications

• Superior oral and written communication, presentation, and interpersonal skills.

Responsibilities

• Work as part of a team to deliver Simply Brilliant customer service.
• Own the customer relationship and process all customer service calls professionally.
• Respond to customer questions and resolve issues promptly; escalate when required.
• Record and verify accurate information from all customer interactions in compliance with Data Protection Act.
• Understand the customer complaint escalation process and follow it strictly.
• Maintain confidentiality of company and client information.
• Meet performance targets as set by Team Leader to ensure customer excellence.
• Multi-task and switch between call types without loss of efficiency or composure.
• Coordinate with other departments to resolve account queries, technical, and network-related issues.
• Support Account and Service Managers to ensure consistency and satisfaction.
• Offer up-sells and cross-sells where appropriate without harming brand.

Skills

Communication skills

Education

Matric

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 Teleperformance Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business.

“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

Education and Specific TrainingWork Experience

• Matric
• 6- 12 months Insurance/Banking/financial services experience
• Experience within a Financial Sector (preferred)
• Superior oral and written communication, presentation, and interpersonal skills

Responsibilities

• Working as part of a team to ensure the department offers a Simply Brilliant customer service and seek ways to improve the customer experience
• Own the customer relationship and professionally process all customer service calls, positively and respectfully
• Respond to customer questions and resolve customer issues in a timely manner/escalate where required
• Record and verify accurate information from all customer interaction – all details must be captured in compliance with the Data Protection Act
• Ensure a full knowledge of the customer complaint escalation process, adhering to the process at all times
• Maintain company and client confidentiality
• Achievement of performance targets as set by the Team Leader to ensure customer excellence is met
• Multi-task by adjusting from one type of call to another without loss of efficiency, composure or knowledge
• Liaise with other departments within your campaign to resolve account queries, technical and international network related queries
• Provide support to Account and Service Managers to ensure consistency and customer satisfaction
• Offer up-sells and cross-sells to callers where appropriate without jeopardising Company Brand
• Maintain a high level of punctuality with consistent and reliable attendance standards
• Full participation in personal accreditation in all Accredited Modules, striving for a minimum pass rate of 90%
• To undertake any additional tasks as directed by management in the interest of the company and the customer
• Performance in role will be intrinsically linked to company bonus scheme (Where applicable)
• Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.