Teleperformance jobs - Customer Care Executive

Education and Work Experience

• ·         High School Education or equivalent, college degree preferred
• ·         2-4+ years’ experience with progressively increased responsibility in the BPO industry, at least 3 years’ experience
• ·          Minimum Years of Experience: 12 months of continuous work experience (Under graduate) and 6 months of continuous work experience(Graduate)
• ·          Nature of Experience: At least one year of Collections experience(Undergraduates) and six months for Graduates is desirable. If not collections then we should at least look out for folks with Sales experience.
• ·         Working knowledge of MS Office Suite Programs (specifically Word, Excel and Outlook).

Job Summary

Responsible for answering incoming calls from Customers while ensuring a high level of customer service and maximizing productivity.

Key Responsibilities

• Resolve basic types of customer inquiries
• Provide excellent customer service to customers by:
• Quickly and accurately identifying and assessing individual customer needs and taking appropriate action steps to satisfy those needs
• Solve problems systematically, using sound business judgment and following through on commitments
• Responding to customers in a polite and courteous manner
• Projecting patience, empathy, caring and sincerity in voice tone and words
• Establishing rapport over the phone quickly and remaining positive and upbeat
• Express thoughts and information clearly and succinctly
• Inspiring confidence and positively influence the behavior, actions, and thoughts of others
• Communicating unpleasant or negative information in a tactful manner
• Ensure the average call monitoring score meets or exceeds quality standards
• Ensure proficiency in all product lines instructed in classroom training
• Consistently meet established productivity, schedule adherence, and quality standards
• Be flexible, adjust quickly, and react positively to change
• Demonstrate the ability to build and maintain productive working relationships with others and contribute as an effective staff
• Establish and maintain control of inbound calls using a well-organized call structure
• Special projects as required
• Perform special assignments and other duties as required.

Required Skills

• ·         Possess excellent oral & written communication skills.
• ·         Excellent interpersonal communication and problem solving skills.
• ·         Strong motivational and people management skills are essential.
• ·         Proven ability to manage a Call Center staff.
• ·         Successful experience delivering excellent customer service.
• ·         Team player; innovative with strong analytical skills.
• ·         Ability to provide an exceptional standard of quality with strong training skills.
• ·         Candidate must be flexible to work any shift/ schedule.