[Hiring] Customer Service Specialist @Teleperformance

Role Description

• Providing a high caliber Customer interaction as measured by client call quality reports, call audits, and customer satisfaction survey.
• Providing pre-sales consultative solutions, which explain features and advantages of client products to Customers who call Retail Contact Center Sales and Service.
• Logging of correct and valid orders and accurately logging all Saved For Later (“SFL”) opportunities.
• Selling and providing sales support for client products to drive incremental revenue while ensuring the highest level of Customer Satisfaction Survey scores.
• Presenting to the public a strong working expertise in all client products (now and in the future) as measured by client call quality reports, call audits, and Customer Satisfaction Survey scores.
• Ensuring innovation and quality in all Customer interactions as measured by client call quality reports and Customer Satisfaction Survey scores.
• Capturing all required data elements in client internal Online Store and other systems of record as required by client training and operational procedures.
• Maintaining a general awareness of client strengths in the industry.

Qualifications

• Educational Attainment:
  • Sales: Degree, Diploma with CS/BPO experience. If Diploma, must have at least a year of Sales experience.
  • Service: Degree, Diploma with CS/BPO experience. Highly recommended is with Bachelor’s Degree; if Diploma, must have at least a year of BPO/CS experience.
• Industry Experience:
  • Sales: Preferable with 1 year Sales (BPO) background voice support. If no BPO experience, must have a year of Sales experience (F2F, virtual/calls).
  • Service: Preferable with 1 year CS (BPO) background voice support. If no BPO experience, a year of experience in customer service environment.
• Language Competency:
  • Sales/Service: EN C1, Malay C1. Must meet competencies on both languages SHL/Hallo AI.
• Skill Competency:
  • Sales/Service: EN C1, Malay C1. Must meet competencies on both skill languages using Mock Call Assessment.
• Technical Competency:
  • Product Background - Preferably technology savvy.
  • Typing Speed - 40 WPM.
  • Computer Literacy - Good to have, passed customer literacy assessment.
• Work-From-Home Environment Readiness:
  • Agreed to work from home in case of BCP activation.
  • Must have a dedicated personal workspace conducive to work from home.
  • Internet speed dedicated to the specialist should be at least 12mbps.
  • Specialist should have control over the usage of internet.
  • During WFH scheduled hours, internet should be 100% dedicated to the specialist's work as indicated on the Statement of Understanding document that the specialist will sign prior to WAH deployment.
  • Internet connection must have a LAN cable connection.
• Key Characteristics of successful specialists include but are not limited to the ability to be/have:
  • Empathetic and customer focused.
  • Self Starters.
  • Ambitious.
  • Enthusiastic.
  • Confident.
  • Attention to detail.
  • Proactive.
  • Multitask.
  • Mature enough to sustain through initial learning curve.
  • Experience in high-volume contact centers or call centers.
  • Communicate effectively and succinctly.
  • Deal with ambiguity effectively.
  • Ability to problem solve.
  • Ability to handle fast pace inbound call center environment.

Company Description