Technical Support Executive
Teleperformance Global Services Private Limited
Location
Gurgaon | India
Job description
Job Summary / Overview
Working in a collaborative and engaging virtual environment, employee will be the eyes and ears for the team handing customer inquiries. Employee will be required to communicate with customers and your managers via telephone, e-mail, video, social media and chat.
Experience – Graduate + 6 & Above months Exp
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this)
- Transmit Teleperformance and our client values in every interaction
- Handle and carefully respond to all customer inquiries before, during and after their buying cycle by building excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner
- Provide excellent customer support through active listening on every interaction while adjusting support approach to accommodate all levels of customer experience
- Work with confidential customer information and treat it sensitively
- Use software to source and input customer data accurately as related to the inquiry
- Completes all training and development activities in timely manner.
- Understanding of escalation handling procedure.
Key Performance Indicators (subject to change)- First contact resolution
- Customer Satisfaction (CSAT), including measures of competence and friendliness
- Post contact NPS
- Service Levels (speed to answer) across all contact channels (voice, email, chat, social media)
- Sales Conversion (Contact to Sale ratio)
- Shift Adherence
Profile Brief: - Employee is reliable and autonomous with a large amount of discipline.
- Candidate should have a strong social network around them and be experienced with building sustainable relationships with people they never physically meet by using telephone, e-mail, video, and social media channels. This is to combat loneliness and isolation that may arise working from home.
- Employee is confident, accurate, ambitious, flexible, and well organized as there are less 'hand-holding' opportunities as compared to brick and mortar.
- Employee should not be afraid to contact their supervisor for help and be open to feedback and coaching.
Main Job Requirements Education and Specific Training
- Graduate in any stream.
- Successful completion of internal training program and testing
- 24*7, Rotational shifts.
Work Experience - Experience with dealing professionally with people you only speak to via telephone, e-mail, chat and social media
- TSE / CSE experience is a plus
- Preferable experience with valid documents.
- Fresher
Working Environment - Dedicated internet connection during working hours
- Dedicated, closed and quiet workspace.
- Dedicated systems
Required Skills
Technical Skills - Computer Skills: Computer Navigating Skills Ability to use Internet applications Intermediate knowledge of MS Office
- Language Skills: English / Hindi
- Tools knowledge: Customer or function specific programs, at home tooling Social media savvy
- Voice Versant: 62
- Non-Voice Versant: 62
- Technical for TSE: 80% and above
Competencies obligatory - Customer Oriented
- Communication skills (Verbal and Written)
- Reliability
- Self-Motivation
- Social skills
- Self-awareness
- Integrity
- Teamwork
- Commitment
- Stress Tolerant
- Achievement Oriented
- Problem solving ability
Competencies Preferred
- Planning & Organization
- Customer oriented
- Time Management
- Analytical Ability
- Interpersonal Skills
- Creativity
- Initiative
Job tags
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