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Teleperformance (TP)
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Customer Service Associate - Voice Process

Customer Service Associate - Voice Process

Teleperformance (TP)

0 - 3 years

2 - 5 Lacs

Kolkata Mumbai New Delhi Hyderabad Pune Chennai Bengaluru

Posted:2 days ago| Platform:

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Skills Required

Voice process Usage data security Customer satisfaction Information security ISO 27001 Database Customer Service Associate Operations Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities and Accountabilities:

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 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

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