Digital Customer Expert

2 days ago

Remote, Malaysia Teleperformance Full time

Overview:
Qualifications:

- **Competencies**: Confidence in delivering decisions and explaining policies, patience in listening to and conveying client's message, and strong people skills including communication and emotional intelligence.
- ** Soft Skills**: Voice tone control, adaptability to different customers and cultures, resiliency to handle stress and pressure, curiosity with a learner's mindset, ownership to drive resolution, and drive to achieve targets/KPIs.
- ** Process Compliance**: Strict adherence to procedures, minimizing errors, and consistently following policies, processes, and regulatory compliance requirements.
- ** Work from Home Requirements**: Self-discipline to stay motivated, technical skills to troubleshoot company equipment, and meeting minimum internet speed requirements.
- ** Cultural Fit**: Understanding of the contact center environment, willingness to work in shifts, and adherence to schedule.
- ** Language Proficiency**: Proficiency in the system/tools usage language (English) and cultural knowledge of the region/country serviced.

**Responsibilities**:

- ** Environment**: Focusing on policy enforcement, site security, risk assessment, and investigative work. This role involves dealing with sensitive topics and making decisions based on policies.
- ** Typical Contacts**: Managing issues related to account takeovers, transaction holds, selling limits, selling performance, account suspensions, account restrictions, listing removals, and appeals of decisions made.
- ** Success Metrics**: Key performance indicators include resolution, average handling time (AHT), transfer rate, customer satisfaction (C-Sat), recontact rate, schedule adherence, time to proficiency (T2P), guided judgment acceptance rate, and compliance and procedure adherence.

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