Client: Teleperformance
Location: Lisbon, Portugal
Job Category: Customer Service
EU work permit required: Yes
Job Views: 625
Posted: 23.06.2022
About the Role
Handle and respond to 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. Also, require research skills to troubleshoot customer problems. Strive towards customer retention and loyalty, fully supporting the customer to achieve a successful outcome.
Responsibilities
1. Log calls/cases into the customer relationship database and follow escalation procedures to resolve problems.
2. Track and follow cases to ensure that they are closed in an efficient and timely manner.
3. Provide and maintain strong, professional relationships with all customers and show empathy at all times.
4. Follow Contact Centre procedures and ensure availability to take calls, adopting the transaction handling procedure and AUX code guidelines.
5. Work effectively as part of a team, developing effective and supportive relationships with colleagues and management.
6. Follow escalation policies and procedures.
7. 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.
8. Take on board feedback and adapt skills accordingly.
9. Follow and apply Regulations regarding personal and performance data confidentiality and security.
10. Attend recurrent trainings published by the Client/Company on a regular basis.
11. Other duties as assigned.
Job Requirements:
CV Analysis
- EU citizenship or Work Permit for Portugal.
- Minimum age of 18 years.
- At least completion of the 9th Degree - For some projects 12th Degree (high school diploma / completed apprenticeship).
Salary Benefits:
- Costs of Living: Teleperformance pays for rent and charges such as electricity, water, gas, internet, TV, cleaning service.
- Support in Paperwork: Teleperformance takes care of all needed formalities regarding residency, social security and bank account.
- Insurance: Teleperformance obtains access to public Social Security with the contract signature (training not included). Private health insurance paid by the company. Payments into the Portuguese Pension System are attributable in other EU member states such as Germany or Austria.
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