Customer Service Associate - Voice Process
- Teleperformance
- 0 - 4 years
- Kolkata
- 10 months ago
- Email to a friend
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Job Description
- Complete the logs specified by the process.
- Ensure adherence to time schedules.
- Be available for all briefings and updates.
- Be aware of and comply with any client / process / product updates.
- Share the days performance with the TL and colleagues
- Refer to central information database to handle queries.
- Go through the database regularly to check of any updates.
- Address any problems/ grievances with the TL/ TC/ TM that may have a bearing on productivity or efficiency.
- Maintain high customer satisfaction rating as per the feedback taken by various agencies/ authorities.
- Take steps to improve on performance based on coaching
General Security Responsibilities
- Adhering to Information Security Policies and Procedures of Teleperformance
- Ensuring compliance to Information Security Policies and Procedures
Specific Security Responsibilities
- Understand and Comply with Information Security Policies and Procedures and report all security incidents.
- Ensure the audit non-compliances are fixed within the stipulated timelines.
- Protect information entrusted to you.
- Follow the information labeling and handling procedures based on the classification level of the asset.
- Follow the Clear Screen and Clear Desk Policy.
- Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.
- Comply with the Non-Disclosure Agreement.
TEAM RELATED
- Assist other team members who are new to the process.
- Check for updates with the Team Leader and share the same with team members.
OCCASSIONAL RESPONSIBILITIES
- Mentor the team members by floor walking.
- Provide inputs through forums to improve work procedures that can enhance overall team performance.
- Prepare reports like daily productivity, leave report, etc.
- Adherence to norms specified by COPC certification and ISO 27001 specifications (as applicable to the process).
- Be a part of fun committee to organize events / skip activities for the team.
Main Job Requirements:
Education
- Graduate in any discipline
- Undergraduate (10+2) with 06 months of continuous work experience.
Work Experience
- Minimum 06 months for Under graduates from any Industry
Technical Skills:
- Listening Skills : Comprehension of correct message, understand inferred meaning, understanding of native idioms & colloquizes, listening with/without distractions, recall
- Accent Comprehension : Understanding different accents
- Reading Comprehension : Ability to understand written matter accuracy & inferred meaning
- Basic Computer skills : Ability to operate a computer, Basic usage of - parts/instruction
- Written English : Word Order, Sentence Construction, Grammar, Syntactical Error
- Typing Skill : Accuracy and Speed of typing
Trainable Skills:
- System Navigation : Learn to understand & navigate systems/applications
- Paraphrasing : Ability to rephrase what the customer says
- Process Knowledge : Knowledge of product
- Probing Skills : Ability to ask appropriate questions to be able understand and/or resolve problem statement
- Phone Usage : Usage of different phones (based on process/business requirement)
- Rapport Building : Ability to communicate comfortably with the customer
- Telephone Etiquette : To speak appropriately using knowledge of Call Script, Process & Soft Skills
- Usage of systems : Knowledge of various systems required for the process
Competencies and Specific Skills:
- Oral Competency : Range, Accuracy, Fluency, Interaction, Pronunciation.
- Attention to Detail : Ability to be alert & focused
- Empathy : To understand where/in which scenario to empathize with the customer
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Teleperformance (TP)Location(s): Kolkata+ View Contact
Keyskills: Voice process Usage data security Customer satisfaction Information security ISO 27001 Database Customer Service Associate Operations Auditing
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Teleperformance
Teleperformance (TP) Teleperformance is a multinational company founded in 1978 with headquarters in France. They provide services for debt collection, telemarketing, customer relationship management, content moderation, and communication.
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