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Customer Service Representative

1 month ago

Glasgow, Glasgow City, United Kingdom Teleperformance Full time
Job Description:

At Teleperformance, we're seeking a talented individual to join our team as a Customer Service Representative. As a key member of our team, you will be responsible for delivering exceptional customer experiences, ensuring that every interaction is personalized, empathetic, and professional.

The Role:

You will work closely with customers who are vulnerable, sensitive cases, and those which are potentially brand sensitive. This requires the highest level of customer care, demonstrating empathy, understanding, professionalism, and clarity in all interactions, both on the phone and by email. You will embody the Teleperformance spirit in all that you do.

Key Responsibilities:

  • Empathy and Understanding: Show genuine care and empathy to customers who feel understood are more likely to trust and respond positively to guidance or resolutions
  • Clarity and Professionalism: Communicate clearly and accurately, whether on the phone or by email, explaining options or next steps in straightforward language, avoiding jargon, and being patient with customer questions
  • Consistency and Reliability: Establish a clear and supportive response that remains consistent across all interactions, reassuring customers, especially in sensitive cases where they need to feel valued and secure
  • Listening Skills: Actively listen without rushing to accurately address concerns and identify suitable solutions
  • Organisational skills: Excellent attention to detail, time keeping, planning, and scheduling abilities
  • Follow-Up and Resolution: Timely follow-up shows commitment and reinforces trust, especially if additional steps are needed to resolve an issue fully

What We Need From You:

  • A quick learner who can adapt to our systems and processes
  • PC and multitasking skills with the ability to navigate multiple systems with ease
  • Strong verbal and written communication skills
  • Ability to interact with various people and situations
  • Taking ownership of situations with positivity, resilience, and dedication to providing service excellence

Benefits:

  • An online recruitment process with potential job offer within 24 hours and fully paid training
  • 28 days' holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
  • Lifestyle Benefits programme featuring thousands of discounts, special offers, and exclusive employee deals from retailer partners and free wellness, kids, and learning classes through our Community Online Academy
  • Refer & Earn Scheme earning up to £900 for referring a friend to work for TP and £300 for your friend too
  • Employee welfare support with free access to our Mental Health Employee Assistance programme and Interactive Health and Wellbeing Hub
  • Life Assurance Cover and Pension Scheme
  • Length of Service and monthly recognition awards
  • Opportunities for career development and progression