Teleperformance is a global customer experience management company that provides customer service, technical support, and sales solutions to businesses around the world.
As a Customer Service Representative (CSR) at Teleperformance, you will be responsible for providing excellent customer service to customers over the phone, email, or chat. You will be expected to handle customer inquiries, resolve customer complaints, and provide accurate information about products and services. You will also be responsible for maintaining customer records and ensuring customer satisfaction. Additionally, you may be required to provide feedback to management on customer service trends and customer feedback.
Teleperformance Customer Service Representative (CSR) Job Duties
A Teleperformance Customer Service Representative (CSR) typically has a wide range of responsibilities, which can include:
- Provide excellent customer service to customers via phone, email, and chat
- Respond to customer inquiries in a timely manner, providing accurate information and solutions
- Follow up with customers to ensure their satisfaction with the resolution of their issue
- Utilize problem-solving skills to resolve customer issues quickly and efficiently
- Maintain a positive attitude while interacting with customers
- Document all customer interactions accurately and completely
- Monitor customer feedback and provide suggestions for improvement
- Adhere to company policies and procedures when handling customer inquiries
- Identify opportunities to cross-sell products and services
- Remain current on product knowledge and industry trends
- Participate in team meetings and training sessions as required
- Assist other departments as needed
Teleperformance Customer Service Representative (CSR) Salary
The salary for a Customer Service Representative (CSR) at Teleperformance is determined by a variety of factors. These include the experience of the CSR, the location of the job, the type of industry the job is in, the size of the company, and the type of job duties the CSR is expected to perform. Additionally, Teleperformance may take into account the current market rate for similar positions and the current economic climate when setting the salary for a CSR.
- Median Annual Salary: $32,211 ($15.49/hour)
- Top 10% Annual Salary: $41,800 ($20.1/hour)
Teleperformance Customer Service Representative (CSR) Job Requirements
To be hired as a Customer Service Representative (CSR) at Teleperformance, applicants must have a high school diploma or equivalent. Previous customer service experience is preferred, but not required. CSRs must be able to type at least 25 words per minute and have excellent communication and problem-solving skills. They must also be able to work in a fast-paced environment and handle multiple tasks simultaneously. Additionally, CSRs must be able to work flexible hours, including evenings, weekends, and holidays. Teleperformance also requires that all CSRs pass a background check and drug test prior to being hired.
Teleperformance Customer Service Representative (CSR) Skills
Teleperformance Customer Service Representative (CSR) employees need the following skills in order to be successful:
Attention to Detail: Attention to detail is the ability to notice small changes in a situation or environment. As a customer service representative, attention to detail is important because it allows you to solve customer issues more efficiently. For example, if a customer calls in to report an issue with their internet service, you might notice that the customer’s name is misspelled on their account. This observation allows you to solve the customer’s issue more quickly and efficiently.
Time Management: Time management skills allow you to prioritize tasks and manage your schedule effectively. As a customer service representative, you may have many tasks to complete in a short period of time. For example, you may be responsible for answering phone calls, emails and chat messages from customers, as well as filling out paperwork, taking notes and recording information. Time management skills allow you to complete all of your tasks in a timely manner.
Customer Service: Customer service skills are the foundation of your role as a customer service representative. Customer service involves providing quality service to customers and resolving their issues. Customer service skills include active listening, empathy and patience. You should be able to listen to customers and understand their needs. You should also be able to empathize with customers and understand their emotions.
Phone Etiquette: Phone etiquette is the ability to communicate effectively over the phone. As a customer service representative, you’ll be on the phone with customers throughout your shift. Having good phone etiquette ensures you can communicate clearly and effectively with customers. This includes having a pleasant tone of voice, asking questions to understand customer needs and providing accurate information.
Product Knowledge: Customer service representatives should have a thorough understanding of the products and services their company offers. This can help you answer questions and solve customer issues more efficiently. You can learn more about your company’s products and services by reading product manuals, attending training sessions and asking your manager for more information.
Teleperformance Customer Service Representative (CSR) Work Environment
Teleperformance CSRs typically work in a call center environment, which can be noisy and fast-paced. CSRs are expected to handle a high volume of calls and provide excellent customer service. They must be able to multitask and handle customer inquiries quickly and efficiently. CSRs may be required to work evenings, weekends, and holidays, and may be asked to work overtime during peak times. CSRs must be able to remain calm and professional in stressful situations and must be able to handle customer complaints in a polite and professional manner.
Teleperformance Customer Service Representative (CSR) Trends
Here are three trends influencing how Teleperformance Customer Service Representative (CSR) employees work.
Data-Driven Insights and Analytics
As customer service becomes increasingly digital, Teleperformance CSRs are leveraging data-driven insights and analytics to better understand their customers. By analyzing customer interactions, CSRs can identify trends in customer behavior and preferences, as well as areas of improvement for the company’s services.
Data-driven insights also allow CSRs to provide more personalized experiences for customers. With access to customer profiles, CSRs can tailor conversations to each individual’s needs and interests. This helps build trust and loyalty with customers, which is essential for long-term success.
Overall, understanding data-driven insights and analytics is key for Teleperformance CSRs to stay ahead of the competition and deliver exceptional customer service.
Voice of the Customer (VOC)
Voice of the Customer (VOC) is an emerging trend in customer service that focuses on understanding and responding to customers’ needs. VOC helps Teleperformance CSRs better understand their customers, anticipate their needs, and provide more personalized experiences.
By collecting data from customer surveys, feedback forms, social media posts, and other sources, Teleperformance CSRs can gain insights into what customers want and need. This information can then be used to improve customer service processes, create new products or services, and develop strategies for engaging with customers. Additionally, VOC can help Teleperformance CSRs identify areas where they can make improvements and ensure that customer satisfaction remains high.
Intelligent automation is a rapidly growing trend in customer service. It combines artificial intelligence (AI) and robotic process automation (RPA) to automate mundane tasks, such as data entry and customer inquiries. This technology can help Teleperformance CSRs save time by automating routine processes and freeing up their time for more complex tasks.
Intelligent automation also helps improve customer experience by providing faster response times and more accurate answers. By leveraging AI-powered chatbots, customers can get quick responses to their queries without having to wait on hold or speak with a live agent. Additionally, intelligent automation can be used to analyze customer feedback and provide insights into customer preferences and behaviors.
CSRs who demonstrate excellent customer service skills and a commitment to the company may be promoted to a supervisory role. Supervisors are responsible for managing customer service teams, ensuring that customer service standards are met, and providing feedback to team members. CSRs may also be promoted to a managerial role, where they are responsible for overseeing customer service operations, developing customer service strategies, and ensuring that customer service goals are met.
Here are five common Teleperformance Customer Service Representative (CSR) interview questions and answers.
1. Why is it important to offer good customer service to our clients every single time?
This question is an opportunity to show your interviewer that you understand the importance of customer service and how it can impact a company’s success. Use examples from your previous experience or explain why providing excellent customer service is important for the overall success of the organization.
Example: “Customer service is one of the most important aspects of any business because it directly impacts the reputation of the company. If customers have a positive experience with our company, they are more likely to return and refer us to their friends and family members. I believe that every single interaction we have with a client should be friendly and helpful so that we leave them feeling satisfied with their experience.”
2. Tell us why you want to work as a Customer Service Rep.
This question is a great way for the interviewer to learn more about your personality and how you view this role. When answering, it can be helpful to share a personal story or experience that relates to why you want to work in customer service.
Example: “I have always been someone who enjoys helping others. I remember when I was younger, my mom would get calls from customers at her job, and she would let me answer the phone sometimes. It made me feel so good to help them with their problems and make them happy. Ever since then, I knew I wanted to do something like this.”
3. Can you tell me about a time when you were able to provide great customer service?
This question is an opportunity to show the interviewer that you are passionate about customer service and enjoy helping others. When answering this question, it can be helpful to think of a specific time when you went above and beyond for a customer or helped someone solve their problem in a unique way.
Example: “I once had a customer who was having trouble with their order. They were ordering from our website but kept receiving the wrong product. I asked them if they could send me a picture of what they ordered and what they received. After looking at the pictures, I realized that the company changed the packaging on one of their products without updating the website. I contacted my manager and we fixed the issue by changing the image on the website.”
4. If hired, what would be your approach to helping customers?
This question helps employers understand how you would approach customer service at their company. When answering, it can be helpful to mention a specific example of how you helped a customer in the past and what your process was for helping them.
Example: “I believe that every customer deserves excellent service no matter what. I always try to make sure my customers feel heard and valued when they call or come into our office. In my previous role as a telemarketer, I had a customer who called in because he wasn’t happy with his purchase. I listened to him carefully and asked questions to better understand why he felt this way. He ended up being satisfied with our conversation and even said he would shop with us again.”
5. What qualities do you think are important for a Customer Service Representative to have?
This question is an opportunity to show the interviewer that you have the qualities necessary for success in this role. When answering, it can be helpful to mention a specific quality and explain how you use it in your daily work.
Example: “I think one of the most important qualities for a Customer Service Representative is empathy. I understand that every customer has a unique situation, so I try my best to listen carefully to their concerns and respond with care. Another quality I find important is patience. Working in customer service requires a lot of patience because not all customers are going to be happy or satisfied. I am able to remain calm when working with upset customers.”