Full-time
Teleperformance
Job highlights
Identified by Google from the original job post
Qualifications
- We’re looking for fearless people – people who are inspired to What we Prefer deliver only the best in all that we do
- Ability to work remotely in a virtual team environment
- Excellent customer service skills that build high levels of customer satisfaction
- Over 18 years of age
- Ability to type 25 wpm
- High School Graduate or GED
- Proficient in PC operation and navigation
- Demonstrates effective people skills and sensitivities when dealing with others
- Ability to work both independently and in a team environment
- Have excellent communications skills, both oral and written
- Ability to work in a constantly changing and fast paced environment
- Ability to stay composed and objective
- Organization and work prioritization skills
- Minimum subscribed download rate equal or exceeds 15.0 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
Benefits
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
Responsibilities
- As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment
- You will have the chance to interact with people from all walks of life, and no two days will be the same
- 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