Call Center Customer Service
Posted on Feb 13, 2019 by Teleperformance
Customer Service Representative will help support Teleperformance s client campaign. The successful candidate will answer calls from cardholders to respond to a variety of service related inquiries. Candidates may also mitigate business losses by investigating and analyzing Fraud Alerts to identify potential Fraud calls or answer calls from cardholders to validate suspected fraudulent transactions. Provide top quality service to cardholders of the account/program. Attend to customer queries, concerns and issues regarding disputed fraudulent transactions and submits accurate data/reports on Fraud cases. Takes advantage of every customer interaction as an opportunity to create customer loyalty, reduce customer attrition and increase the client's competitive advantage over the other key players in the industry.
Duties/Responsibilities Specific Responsibilities May Include:
Support a variety of customer service related functions in call center environment
Provide the highest level of customer support when responding to balance inquiries, investigating card declination's, processing card activation's, etc.
Act as a team player, interacting with fellow CSR s and contributing to team cohesion. Support the Team Leader in all initiatives aimed at driving individual/team performance and attaining individual/team goals. Participate in team evaluations as scheduled by the Team Leader to identify reasons behind actual performance.
Monitor one's own performance against established metrics and ensures attainment of these metrics to affect overall account/program success. Solicit feedback from fellow CSR s and the Team Leader on how to improve current performance.
Maintain ownership and accountability for one's performance, initiating regular interaction with the Team Leader for coaching, mentoring, and acquiring performance feedback. Seek out increased work activities that intend to hone skills competencies and work behaviors and prepares oneself for high abilities.
Qualifications: Required Experience, Skills & Competencies:
Minimum 2 years of exceptional customer service and interpersonal skills, consistently driving positive customer experiences in a non-scripted environment
2 years of demonstrated multi-tasking skills and attention to detail
Time management, analytical, problem solving and decision-making skills
Receptive to and able to appropriately incorporate feedback to continuously improve
Understanding of and ability to articulate call center expectations/objectives
Strong verbal/written communications skills
Proficient in MS Office Applications (i.e. Excel, MS Word, etc...)
Ability to type a minimum of 35 WPM
Preferred Experience, Skills & Competencies:
3+ years of exceptional customer service and interpersonal skills, consistently driving positive customer experiences in a non-scripted environment
1 year previous Call Center experience
1 year previous Financial/Bankcard experience
Associated topics: call center representative, coordinator, csr, customer care specialist, customer service, intern, platform support, service representative, service specialist, telephone