Customer Service Representative

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 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.”

Qualifications

Education 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

Responsibilities

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