To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector.“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. Shortlisted 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.”
QualificationsEducation and Specific Training
- Matric/ Equivalent
Work Experience
- Minimum of 6 months -12 months call Centre/ telephone sales experience
- Maintain campaign performance, quality, regulatory and compliance standards
- Experience in a FCA regulated environment – Advantageous
- Experience in banking/Insurance Financial industries- Advantageous
- Customer focused and target driven
Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:
- Ensuring adherence to the DPA requirements within the CS environment
- Complaint handling skills ensuring appropriate solutions are offered
- Processing customer payments
- Providing transactional data both recent and historically
- Processing replacement card requests
- Submitting Lost and Stolen requests including the immediate blocking of an account and updating the customer records with accurate information to ensure Fraud risk is minimal.
- Updating customer records on request ensuring accounts are updated accurately
- Processing cash advance requests
- Activating accounts and adhering to all activation scripting to ensure accounts are opened accurately
- Closing customer accounts on request
- Providing interest calculation advice on request
- Providing correct and accurate advice in relation to accounts which are in a collections state and where necessary adding a promise to pay
- Processing credit balance refunds on request
- Setting up Direct Debits
- Raising disputes through to the fraud department as per the agreed processes
Skills Required
- Matric or equivalent education
- 6–12 months of call centre or telephone sales experience
- Ability to maintain campaign performance, quality, regulatory, and compliance standards
- Customer-focused and target-driven approach
- Experience in an FCA-regulated environment
- Experience in banking or insurance financial industries
- Satisfactory references, credit checks, and criminal checks
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
