Customer Care Professional for Teleperformance in Phoenix, AZ
Some responsibilities include:
Job Summary Purpose of Position
Provide excellent customer service to customers by answering inquiries, finding correct solutions while working from home.
About the Company
Teleperformance is the number one contact center and client relationship management company in the world. Founded in 1978, the Company operates nearly 147,000 computerized workstations, with more than 190,000 employees across 311 contact centers in 65 countries and conducts programs in more than 75 different languages and dialects on behalf of major international companies operating in various industries including China. Teleperformance is a people company, our passion and dedication to the growth and success of our people can be seen in each one of our actions and initiatives.
Duties/Responsibilities Primary Duties, Responsibilities and Requirements
•Responsible for customer inquiries
•Provide customer service at all times
•Follow up to customer inquiries by taking specific action in a timely manner
•Troubleshoot equipment and system problems
•Problem solve to help customers resolve issues on first call
•Enters data from customers into various software programs
•Appropriately communicate with upset customers to resolve their inquiries
•Thrives in a fast-paced, high-energy, change-oriented environment
•Participates in additional training courses
•Performs other related duties and assignments as required and as assigned by supervisor or manager
•Exercise retention efforts when appropriate
•Position will require inbound, outbound (callbacks), and email communications.
•Polished delivery: ability to communicate in a structured and effective manner.
•Passion to find the right solution for the customer, while also closing the sale and potentially up-selling the customer.
•Identify customers who are comparison-shopping assisting the customer with the correct price plan.
•De-escalate customer situations, manage customer expectations and follow-up on customer commitments
Qualifications: Experience, Education and Certification
•High school diploma or equivalent
•College or some college degree (preferred)
•Experience with working from home
•High-level of customer service
•Experience and success in sales preferred
•Professional demeanor to customers
•Ability to communicate with urgency.
•Fluency and comprehension in the language requirements for specific point of sale
•Accent neutral verbal/written communication skills
•Strong listening skills: active listening
•Written skills: excellent grammar;
•Attention to detail demonstrated through follow-up to ensure resolution for customer.
•Anticipate customer needs
•Excellent time management
•General database searching skills
•High speed data entry speed and accuracy
•Ability to multi-task in multiple windows
•Basic math skills
•Tying 25 WPM
•ISP skills: sign-up, install, connection, messaging (chat e-mail), navigation, online support, etc.
•Proficiency in a multi system environment
Teleperformance is an Equal Opportunity Employer
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