[Hiring] Retail Customer Service Expert @Teleperformance

Role Description

As a Customer Experience Specialist, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.

• Provide customer support to customers via telephone and/or Internet, e.g., instant message, email.
• Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment.
• For product or service-related issues, will move the customer to appropriate Product Support Specialist.
• Provides customer support by phone, email or instant message to business customers.
• Serves as primary contact for inbound customer issues.
• Escalates more technical product-related issues to proper Product Support department.
• Processes a high volume of customer inquiries regarding offered products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems.
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource.
• Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced associates.
• Other related duties assigned as needed.

Qualifications

• High School Diploma or equivalent.
• Minimum of 6 months of customer service experience.
• Must be 21 years of age or older.
• Ability to type at least 25 words per minute.
• Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
• Customer service and/or sales experience preferred.
• College degree preferred but not required.

Requirements

• Internet Requirements:
• Minimum subscribed download rate equal or exceeds 15.0 Mbps.
• Minimum subscribed upload rate equal or exceeds 5.0 Mbps.
• ISP must have no packet loss and ping under 50ms.
• Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN.
• Proof of internet speed required.
• Clean and quiet workspace.

Benefits

• Paid Training.
• Competitive Wages.
• Full Benefits (Medical, Dental, Vision, 401k and more).
• Paid Time Off.
• Employee wellness and engagement programs.