ZAF Provident Vanquis Bank 11022026

Teleperformance; Cape Town; Presencial; ZAR 180.000 - 240.000; Tempo integral

Resumo da vaga

Teleperformance in Cape Town seeks a customer service professional to handle day-to-day queries from our existing client base. You will resolve issues, promote relevant products and services, and strive for first-contact resolution across channels, while maintaining compliance with FCA-regulated expectations.

The ideal candidate has 6–12 months call centre or telephone sales experience, a Matric or equivalent, and a customer-focused, target-driven mindset.

Qualificações

• Minimum of 6 months -12 months call centre/telephone sales experience.
• Experience in FCA regulated environment – Advantageous
• Experience in banking/Insurance Financial industries- Advantageous
• Customer focused and target driven

Responsabilidades

• Providing exceptional Customer Care to the existing customer base.
• The role safeguards, develops and enhances customer loyalty by providing excellent Customer Care and promoting significant products/services.
• Responding to and resolving inbound queries related to consumer electronics/appliances.
• Supporting queries to identify, qualify and close new sales opportunities.
• Understanding customer reasons for requiring product support and resolving queries through remote or other options per process.
• Striving for First Call Resolution on every contact.
• Diagnosing and resolving first line issues.
• Collaborating with Customer Care colleagues to raise service standards and develop joint solutions.
• Undertaking customer administration and product processing to maximize operational effectiveness during demand peaks.
• Developing Customer Care skills and knowledge to meet client expectations and regulatory requirements

Conhecimentos

Customer service

Phone sales

Regulatory compliance

Target driven

Formação

Matric/Equivalent

Descrição da vaga

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 Training

• Matric/ Equivalent

Work Experience

• Minimum of 6 months -12 months call Centre/ telephone sales experience
• Maintain campaign performance, quality, regulatory and compliance standards
• Experience in a FCA regulated environment – Advantageous
• Experience in banking/Insurance Financial industries- Advantageous
• Customer focused and target driven

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 maximize your performance complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements