Pre Life Tech Check || Teleperformance
- Teleperformance
- 2 - 7 years
- Hyderabad
- 10 months ago
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Job Description
JD FOR THE REFERENCE
- Location : Hyderabad
- Immediate Joiners Required
- Ready for Face-to-Face Interviews
- Concerned process is a Non-WAHA (WFO) process with no flexibility to operate either in hybrid or WFH model, now or in future.
- Concerned process operates in 24*7 shift structure. Agents work in rotational shifts (rotational week offs) assigned to them keeping in mind business requirement and no personal preferences will be entertained.
- Concerned process only offers one-way drop transport facility.
Roles and Responsibilities :
Handle and respond to Global Customers requests through multiple communication channels while updating CRM systems with all requested information appropriately. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
Key Responsibilities:
- Provides technical support to TP Global employees who work from home
- Log customer interactions into the customer relationship database and follow escalation procedures to resolve issues
- Track and follow cases to ensure that they are closed in an efficient and timely manner
- Provide and maintain strong, professional relationship with all customers and show empathy at all times
- Research to the Knowledge Base to troubleshoot customer problems and address questions and/or concerns
- Handle customers complaints according to procedures and log cases appropriately
- Ensure all support calls and (when applicable) emails and chats are answered and resolved within the agreed SLAs
- Provide feedback to his/her superior on new/emerging issues that have been identified and work to proactively highlight areas that need to be improved
- Take on board feedback and adapt skill accordingly
- Adhere to Teleperformance Rules & Regulations on personal & performance data Confidentiality & Security
- Adhere to Internal and External Standards as those released by the Steering Committees
- Attend recurrent trainings published by the Client/Company on a regular basis
Knowledge Qualifications
- High school diploma or equivalent
Experience
At least 1 year in a technical support department.
Minimum Requirements for Hiring
Computer- Ability to use the desktop computer system- Ability to use Internet/web applications- Usage of MS OfficeLanguage- Proficient in English (C1 level) Writing and verbal communication- Ability to communicate correctly and clearlyComprehension- Ability to clearly understand a problem statementProblem Solving- Ability to approach problems logicallyCustomer Service- Ability to effectively manage customer enquires via all types of channelsTyping- Speed: 25 wpm- Accuracy: 85%
Experience-
1 year working within the company in a technical support department- 9 out of 12 months exceeding performance KPIs- No written warning or disciplinary actionMinimum Requirements to Perform the job
Computer-
Use of production tools- Use of Phone/Mail/Chat System- Clients Tools- CCMS
Problem Solving-
Strong troubleshooting- Knowledge of tools used for troubleshooting
Communication-
B2 English (British Council)Complaint Handling
Product Knowledge Requirements
Windows OSMacOSChrome OSOffice ApplicationsHome VPN technologies
Job Classification
Industry: IT Services & ConsultingFunctional Area:
Role Category: IT Support
Role: IT Support
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required
Contact Details:
Company: TeleperformanceLocation(s): Hyderabad
Keyskills: Technical Support IT Help Desk communication skills
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