CSA (Customer Service Associate)

About the Role

As a Customer Service Associate (CSA) at Teleperformance, you will be responsible for handling customer inquiries via phone, email, or chat, providing timely and accurate solutions to their queries. You will work in a fast-paced environment, resolving issues, and escalating complex cases to senior team members when necessary. This role requires excellent communication and problem-solving skills to ensure customer satisfaction.

Key Responsibilities

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Resolve customer complaints and issues in accordance with company policies and procedures.
• Escalate complex cases to senior team members or supervisors as needed.
• Provide product or service information to customers, addressing their queries and concerns.
• Meet or exceed performance metrics, including first-call resolution, customer satisfaction, and average handling time.
• Participate in training and development programs to improve product knowledge and customer service skills.
• Collaborate with internal teams, such as sales and marketing, to ensure seamless customer experiences.

Skills & Qualifications

• Customer Support: Providing timely and effective solutions to customer inquiries and complaints.
• English communication: Excellent verbal and written communication skills to interact with customers and colleagues.
• Rotational shifts: Ability to work flexible hours, including evenings, weekends, and holidays.
• Typing Test: Proficiency in typing with a minimum speed of 30 words per minute.
• Bachelor's degree in any field: A degree from a recognized university is preferred, but not mandatory.

What You'll Learn

As a Customer Service Associate at Teleperformance, you will gain valuable experience in customer-facing roles, developing your communication, problem-solving, and time management skills. You will learn to work in a fast-paced environment, handle multiple customer interactions simultaneously, and prioritize tasks to meet performance metrics. This role will also provide opportunities for growth and development, with training programs and career advancement opportunities available.

Resume Tip

When applying for a Customer Service role, highlight your previous customer-facing experience, even if it's in a non-traditional setting, such as retail or food service. Emphasize your communication and problem-solving skills, and be prepared to provide specific examples of times when you went above and beyond to resolve customer issues.