Kenya | Customer Service Representative | Nairobi – German Speaking – DF6740 Full Time

OVERVIEW

A Teleperformance Customer Experience Representative, (Contact Centre Agent) is a curious, empathetic, detail-oriented, and problem solver person who enjoys helping businesses get unstuck. He/she is a great communicator who looks out for the best solution to a problem rather than only sticking with the status quo and he/she will go the extra mile for any Teleperformance Client’s customer. He/she interacts with Teleperformance Client’s Customers through multiple communication channels such as voice, email, chat, social media, WhatsApp, etc., with the purpose to provide, as example, customer service, technical support, or any other service for which he/she has been trained for. He/she is committed to deliver the best possible customer experience for any interaction he/she is involved in. He/she is keen to constantly improve his/her capabilities and skills, attending diligently the training programs offered by Teleperformance and participating actively to coaching and/or quality assurance sessions. He/she is fully aware of the importance of security and safety and he/she commits to behave accordingly inside and outside the company, to protect him/herself, his/her colleagues and the business from any possible threat or attack. He/she will consequently follow carefully each security and safety procedure and will promptly inform his/her direct manager about any fact that may concern security and safety. He/she is finally a positive, proactive and committed member of Teleperformance world wide community with whom he/she genuinely share the fundamental values of Integrity, Respect, Professionalism, Innovation and Commitment.

Duties and Responsibilities

* Learn with passion and diligence new business scenarios and process to constantly improve his/her ability to deliver an outstanding customer experience

* Share the Teleperformance Values of Integrity, Respect, Innovation, Professionalism and Commitment and apply them on his/her daily working and personal life

* Understand in deep the assigned role and provide his/her best effort to fulfil the duties with the highest level of professionalism and commitment

* Manage the interactions with each client’s customer to deliver the best possible customer experience

* Improve constantly his//her soft and product skills following diligently training and coaching programs

* Managing each interaction channels (voice, chat, email, social media, etc.) at his/her best to deliver the best customer experience to each customer

* Adhere to the Company policies and process and participate actively to their improvement

* Maintain a proper balance in each interaction, managing professionally any possible critical situation or emotion

* Provide the required service (information, assistance, support, etc.) to each customer, satisfying the customer needs through a thoughtful exploitation of procedures, tools and personal competence

* Follow supervisor and managers indications and provide feedbacks and proactive hints whenever possible

* Manage each client’s customer data diligently, confidentially and carefully, according with the existing procedures and the available tools

* Provide the best possible flexibility to meet the business needs and mitigate the effects of unpredicted events, outages, peaks of requests, etc.

* Use Teleperformance and Client’s platform according to the training received and with diligence. Protect any Company tools from possible damages or abnormal consumption

* Prioritize the safety and security of each colleagues and of the whole business environment, following carefully each security and safety procedure and acting with diligence to prevent incidents or dangerous situations

* Support colleagues and managers in the accomplishment of their duties

* Adhere actively to each Company Human Resource initiative and Social Responsibility Program in favour of the Company HR Community, in favour of people in need and in favour of the protection of the environment

* Support actively the Company to create and maintain the best inclusive environment. Protect and defend any diversity or minority. Reject categorically any discrimination based on Nationality, Ethnic Group, Gender, Religion, Sexual orientation, Political opinion or any other legitimate human orientation or belonging. Reject any expression of violence, intolerance, abuse or harassment.

* Participate actively to make each Teleperformance premises a Great Place to Work.