Teleperformance - Interaction Specialist

Who We are

We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects 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 consistently positive customer interactions. When your customers contact you or vice versa, we are there to support them and make sure they have a unique experience with your brand in all channels.

We are a team of 300,000 passionate people working in 350 sites providing outstanding customer experience from 80 countries in 265 different languages and dialects.

Our information security strategy ensures that we’ll always be ahead of the market in security practices. Teleperformance leads the industry with world-class, award-winning security measures in contact center information defense. As the first in our industry to receive PCI certification, Teleperformance voluntarily complies with major security regulations.

Teleperformance Turkey has an exciting opportunity for a motivated Interaction Specialist to work at İstanbul Flatofis.

Scope:

Handle and respond to Customers’ requests through multiple contact channels (phone, e-mail, chat). Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Performs data entry and use software programs. Also, requires research skills to troubleshoot customers’ problems.

What we are looking for:

• High school diploma or equivalent

• Proficient knowledge of English and selected Language

• Previous Call Centre or related experience is desirable

• Ability to use the desktop computer system

• Ability to use Internet applications

• Ability to use e-mail

• Ability to use MS Office

• Familiarity with iOS and/or MacOS, or comparable technology, is preferred, İOS

Key Responsibilities:

• Strive towards customer retention and loyalty, fully supporting the customer to achieve a successful outcome to his/her enquiry

• Log calls from customers into the Client’s relationship database and follow escalation procedures to resolve problems

• Track and follows cases to ensure that they are closed in an efficient and timely manner –

• Diagnose and provide a path to resolve enquiries related to all aspects of client software and its features, Desktop and Portable computers; including hardware, software, networking and interactions with the host computer operating system and applications and accounts support.

• Provide and maintain strong, professional relationship with all customers and show empathy at all times

• Follow Contact Centre procedures and ensure availability to handle transactions, adopting the transactions handling procedures and AUX code guidelines

• Work effectively as part of a team, developing effective and supportive relationship with colleagues and management

• Provide feedback to his/her Superior on new/emerging issues that have been identified and works to proactively highlight areas that need to be improved

• Be positive and proactive and have a desire for positive improvement in quality

• Take on board feedback and adapt skills accordingly

• Follow and apply TP regulations regarding Personal Data Confidentiality

• Attend recurrent trainings published by the Client/Company on a regular basis

• Other duties as assigned

Soft Skills:

Language

-Fluency in English and the language supported

Excellent written and verbal communication

- Ability to communicate correctly and clearly

Comprehension

-Ability to clearly understand a problem Statement

Problem Solving

- Math and Analytical

Customer Service

-Ability to effectively manage customers’ calls

Typing

- WPM: 20 wpm

- Accuracy: 85%