ZAF Customer Service Representative FA Nightshift

The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing a superb customer experience. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products, services and offerings. “Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company.  For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks.   Sshortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”

Responding to Customers and Colleagues with calls relating to tariff changes, soft collections and aiding loyalty development throughout each and every customer engagement.

· Understanding customer’s reasons for exploring either cancellations, meter tariff changes and addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining our client’s customers.

· Selling a range of products and closing up-selling opportunities within set procedures in order to achieve sales, retention, collections and productivity targets

· Striving for First Call Resolution, on every contact

· Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person, developing joint solutions and sharing best practice.

· Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand

· Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance Complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements

· Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast-growing business.