Teleperformance Customer Experience Specialist – Work from Home

Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction. We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. For us, each interaction needs to be treated as unique.

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

Your Impact

Our customer service representatives are a very important part of our family. You will be the eyes and ears for our team, fielding customer inquiries and finding innovative ways to respond. Working in a collaborative and engaging environment, you will have the chance to interact with people from all walks of life and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

Your Responsibilities

Provide customer support to customers via telephone and/or Internet, e.g., instant message, email.

Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move the customer to appropriate Product Support Specialist.
• Provides customer support by phone, email or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.
• Processes a high volume of customer inquiries regarding offered products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems.

• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced associates.
• Other related duties assigned as needed.

What We’re Looking for
• High School Diploma or equivalent
• 18 years of age or older
• Excellent customer service skills that build high levels of customer satisfaction
• Typing 25 WPM
• Proficient in PC operation and navigation
• Demonstrates effective people skills and sensitivities when dealing with others
• Ability to work both independently and in a team environment
• Have excellent communications skills, both oral and written
• Ability to work in a constantly changing and fast paced environment
• Ability to stay composed and objective
• Strong listening skills
• Ability to work remotely in a virtual team environment

It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated to and proud to be on our team. That’s why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.