Teleperformance is hiring for Executive Role | Apply Now

Key Responsibilities and Accountabilities (may perform other duties as requested, not specifically addressed in this document)
Delivery

• Chat Service
• Proactively keeps up to date on new procedures.
• Complete understanding of the platform and sensitive towards customer resolution
• Complete ability and empowerment to provide end-to-end resolution (including online and offline if required)
• Focus on achieving first-time right (FTR) for all the handled queries, complaints, and requests

Design

• Ability to find an effective solution in a simple and clear manner. Should proactively keep the customers and stakeholders informed about the issue and take corrective actions accordingly

Outcomes

To keep himself/herself updated about the latest happenings around and ask questions which impact customers delight
Communication

• Proven ability to communicate with customers
• Stay closely involved with operations
• Decision-Making Authority

Decision Expected

• Strong problem-solving skills (methodology and use of tools)
• Accountability & Ownership

Recommendations Expected

• Customer Orientation
• Adaptability

• Job Summary / Overview

  • Manage calls from customers regarding orders,
  • Inquiries
  • Complaints
  • Troubleshoot
  • Customer service problems and provide general information.
  • Adhere to the Service Level Agreement (SLA) specified by the Client / Process for AHT
  • Quality
  • Productivity
  • Schedule Adherence
  • Attendance & Sales (if required in the process)

  Key Responsibilities and Accountabilities (may perform other duties as requested, not specifically addressed in this document)

  FUNCTIONAL/ OPERATIONAL:

  • 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 day’s performance with the TL and colleagues
  • Refer to the central information database to handle queries.
  • Go through the database regularly to check for any updates.
  • Address any problems / grievances with the TL / TC / TM that may have a bearing on productivity or efficiency.
  • Maintain a high customer satisfaction rating as per the feedback taken by various agencies and authorities.
  • Take steps to improve performance based on coaching.

  General Security Responsibilities:

  • Adhering to Information Security Policies and Procedures of Teleperformance
  • Ensuring compliance with 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.

  OCCASIONAL RESPONSIBILITIES:

  • Mentor the team members by floor-walking.
  • Provide input through forums to improve work procedures that can enhance overall team performance.
  • Prepare reports like daily productivity, leave reports, etc
  • Adherence to norms specified by COPC certification and ISO 27001 specifications (as applicable to the process)
  • Be a part of the fun committee to organize events / skip activities for the team.

  Decision-Making Authority

  Decisions Expected

  • Adhering to the Key Responsibilities and Accountabilities

  Recommendations Expected

  • Improvements in client tools, processes and customer experience