Teleperformance

Outsourced customer experience management services

ZAF Customer Expert - Insurance

Customer SupportConfirmed live in the last 24 hours

Full-timeCape Town, South AfricaNo salary listedIn-person

About the Job

Requirements

Matric or NQF Level 4 is preferred.
Six to twelve months of experience working with a customer service process is required.
Six to twelve months of experience working with a collection process is preferred.
Superior oral and written communication, presentation, and interpersonal skills are preferred.
Ability to negotiate and persuade customers and connect with them.
Ability to understand different business-to-consumer and business-to-business delinquency cycles.
Ability to communicate effectively and build rapport with consumers to understand the reasons for debt delinquency.
Ability to navigate multiple systems to check and provide information related to customer accounts.
Ability to demonstrate empathy and sympathy during calls, and to be polite and compassionate while remaining confident.

Responsibilities

Professionally and courteously handle all customer contact in compliance with company directives.
Promote the Teleperformance brand by providing quality customer service and promoting products and services to stimulate business revenue.
Manage mid-range arrears customers, prevent accounts from rolling through to write-off, and follow the company's contact strategy.
Provide advice, guidance, and options to customers experiencing financial difficulty that affects their ability to make required repayments.
Support company collections and customer growth by taking ownership and working alongside customers during their financial circumstances.
Negotiate positive outcomes for customers while understanding their financial position and ability to repay.
Perform additional duties, including supporting ad hoc tasks and projects as required by the business.
Follow and maintain compliance, quality assurance, and client-specific standards on all accounts handled.
Meet process-specific daily key performance indicators set according to client requirements.
Respect and act according to Teleperformance's rules, regulations, and values.

Desired Qualifications

Six to twelve months of experience working with a collection process.
Superior oral and written communication, presentation, and interpersonal skills.
Matric or NQF Level 4.

Overview

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Teleperformance Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business

Qualifications

Education and Specific TrainingWork Experience Matric or NQF Level 4 (preferred)

 Minimum 6- 12 months of experience working with a collection process – preferred

 Minimum 6- 12 months of experience working with a Customer service process Superior oral and written communication, presentation, and interpersonal skills. - preferred

Responsibilities

• Negotiation & persuasion skills with ability to connect with customers.

• Understand different delinquency cycle(s) of (business to consumer/business to business) (mention products to collect from) (if needed mention consumer or corporate products) .

• Effectively manage mid-range arrears customers, preventing accounts rolling through to write-off and working in line with the company’s contact strategy.

• Provide advice, guidance, and options to customers who are in financial difficulty, which is affecting their ability to make the required repayments.

• Support the Company Collections and Customer Growth by taking ownership and working alongside the customer during their financial circumstance.

• Negotiate positive outcomes for customers while gaining a good understanding of their financial position and ability to repay.

• Carry out additional duties, including providing support on ad hoc tasks and projects as required within the business.

• Effective communicator as role will often require building rapport with consumer to understand the reason for debt delinquency.

• Follow and maintain compliance, quality assurance, and client-specific standards on all accounts handled.

• Able to work and navigate through multiple system to check and provide information related customer account.

• Meet key KPIs on day-to-day basis set up by the process based on client’s requirement.

• Able to demonstrate empathy and sympathy on the call with customer.

• Ability to be polite and compassionate without lacking confidence.

• To respect and act according Teleperformance’s rules, regulations, and values

About the Company

Teleperformance

Outsourced customer experience management services

Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1978

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