About Us

Teleperformance is a worldwide leader in client experience management and contact center business process outsourcing. With more than 410,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At Teleperformance, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision making skills.
• Progressive work environment- If you have skills to prove we have all ladders for you to grow
• Flexible - We believe in results
• Innovative - All ideas matters
• Inclusive - Everyone is Included and everyone wins
• We work hard and party even harder. 

About the job

We are looking for great people to join our team as Customer Service Agents. You will proactively identify and offer appropriate solutions that create high customer satisfaction.

Teleperformance is the world leader in customer experience management. You can be a part of our team connecting the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure positive customer experience. We are the largest interaction expert team in the market, connecting with more than 35% of the world population each year.

What we offer: 

• Work in a state of the art office that is centrally located with close/easy transit access. Our office is located in Waterloo, Ontario.
• Restaurants/Shopping/Amenities within walking distance to the office
• Paid Training
• Pay rate $18.20/hr 

It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated and proud to be on our team. That’s why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.

• High School or secondary school diploma (or equivalent) required; College, University or post-secondary diploma (or equivalent) preferred
• Minimum 2 years of Customer service experience
• English Language proficiency
• Good telephone customer service etiquette
• Satisfactory background check.
• Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) -Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
• Computer literacy - competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required);
• Experience with cloud-based CRM and telephony tools (preferred)
• Typing speed: minimum of 35 words per minute
• Logical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stage
• Flexible schedule availability
• Team player, working with the team to achieve objectives, friendly and approachable even when busy
• Ability to quickly learn new applications and processes.
• Able to handle routine and repetitive tasks at varying pace.
• Flexibility to work additional hours as needed.
• Maintain acceptable attendance.
• Available to work full time in Waterloo onsite location

Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet your needs. 

• Work collaboratively as a team with a goal to achieve a high quality standard.
• Work in a high call-volume contact centre answering an average of 100 calls or more.
• Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Proactively offer appropriate solutions that create high customer satisfaction.
• Exercise patience and empathy that resolve customer concerns.
• Identify and maximize opportunities to cross-sell and up-sell to existing customers.
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
• Adhere to our client’s policies, procedures and industry compliances.