Customer Service Representative
2 weeks ago
Overview:
The applicant is expected to behave as an extension of the brand and take care of our customers to the fullest of their capabilities.
You are expected to be a team player, capable of representing information on behalf of our clients and Teleperformance as one company.
(1) the Company values;
(2) Products and Services;
(3) Operating Policies and Procedures; and
(4) Attainment of goals and KPIs.
Qualifications:
Education background:
- Degree or Diploma in Banking or Finance preferred
- Must have B2 level English Language proficiency
Minimum Skills Required:
- 1 year work experience in Fintech, Banking and Finance industry.
- Call center experience is preferred.
- Decisionmaking skills and analytical skills are highly needed competencies due to nature of the program
- Flexible to changes and has a sense of urgency. This includes willingness to be upskilled to other functions
- Good time management skills
- Can work under pressure and can deliver set goals
- Confident in handling complex situation
- Conversant and able to convey messages
- Ability to effectively respond to customer needs
- Interpersonal skills required to work well with others Ability to follow directions
- Ability to use the desktop computer system
- Ability to multitask
- Ability to learn at a fast pace
- Good comprehension and listening skills
Core Competencies & Proficiencies Levels
- Possess strong communication skills, including the ability to converse, read and write (type) effectively in the English and native language
- Ability to multitask
- Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers
- Passionate in helping to resolve customer issues / queries and complaint handling
- A team player who thrives in a fast paced, dynamic environment
- A selfstarter who is able to work independently and under mínimal supervision
- Able to determine the problem/sentiment of each interaction and responds professionally
- Communicating with customer through all channels (phone, social media, digital, chat, etc.)
Technical Skills:
- Minimum typing speed of 40wpm with a 90% accuracy score.
- Computer literate and fully conversant in Microsoft Windows and Microsoft Office
Responsibilities:
(May perform other duties as requested that may not be specifically addressed in this document)
- Handle (United States) customer's concerns related to fintech, banking and finance in a positive and professional manner.
- Identify and escalate priority issues through proper channels when necessary.
- Works with other team members in identifying better ways in providing better customer support.
- Participate in additional training courses as required.
- Maintains and improves quality of service by giving recommendations.
- Keeps job knowledge up to date by attending upskill training to improve skills.
- Meet all key performance indicators set by the company and client.
- Adhere to the policies set by the company.
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