Customer Service Representative Onsite (Waterloo)

Job description

Join Teleperformance – Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance? We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job Description About the job We are looking for great people to join our team as Customer Service Agents. You will proactively identify and offer appropriate solutions that create high customer satisfaction. Teleperformance is the world leader in customer experience management. You can be a part of our team connecting the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure positive customer experience. We are the largest interaction expert team in the market, connecting with more than 35% of the world population each year. What we offer: Work in a state of the art office that is centrally located with close/easy transit access. Our office is located in Waterloo, Ontario. Restaurants/Shopping/Amenities within walking distance to the office Paid Training Pay rate $18.20/hr It is our mission to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, to teach, and to grow. We want you to come to work motivated and proud to be on our team. That’s why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always. RESPONSIBILITIES Work collaboratively as a team with a goal to achieve a high quality standard. Work in a high call-volume contact centre answering an average of 100 calls or more. Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’) Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer Proactively offer appropriate solutions that create high customer satisfaction. Exercise patience and empathy that resolve customer concerns. Identify and maximize opportunities to cross-sell and up-sell to existing customers. Track, document and retrieve information in call tracking database Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff Adhere to our client’s policies, procedures and industry compliances. QUALIFICATION High School or secondary school diploma (or equivalent) required; College, University or post-secondary diploma (or equivalent) preferred Minimum 2 years of Customer service experience English Language proficiency Good telephone customer service etiquette Satisfactory background check. Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) -Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary Computer literacy - competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required); Experience with cloud-based CRM and telephony tools (preferred) Typing speed: minimum of 35 words per minute Logical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stage Flexible schedule availability Team player, working with the team to achieve objectives, friendly and approachable even when busy Ability to quickly learn new applications and processes. Able to handle routine and repetitive tasks at varying pace. Flexibility to work additional hours as needed. Maintain acceptable attendance. Available to work full time in Waterloo onsite location Be One of Our People: It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer Job Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.