As the first point of contact for our client’s valued customers, our Customer Service Agents ensure the highest of quality standards are delivered at all times whilst developing customer loyalty and providing an exceptional customer experience. They provide outstanding customer care, matching the needs of the customer to the appropriate products and services. Customer Service Agents will be expected to meet and exceed Key Performance Indicators and targets as appropriate for the line of business they support, whilst continually demonstrating the Teleperformance Mission and our values in every customer interaction.

Education and Specific Training and Work Experience

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

• 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