ZAF Customer Service Representative V

Overview

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. Reporting into the Team Leader, your journey will involve taking bookings and resolving passenger queries, having great interactions that create loyal relationships and being a fantastic and committed team member.

“Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Sshortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”

Qualifications

Contribute to a strong community spirit.  Be objective, fair, ethical, and consistent.  Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times.  Information Security compliance.  Maintain information security to a recognized required standard in line with business needs  Follow information security policies and procedures  Follow information security policies and procedures.  Ensure legal and contractual compliance.  Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.  Be willing to support other business areas as needed.  Adhere to company policies and procedures.  Ensure that customer, passenger, Driver Partner & colleagues’ information is safeguarded at all times, in line with the General Data Protection Regulation (GDPR).  Be committed to maintaining our ISO27001 certification and set high standards forAt minimum 12 months of experience in a customer service role, preferably within a Call Centre -environment.  Previous experience with booking systems and processing various types of Bookings (cash, card, account and app)- advantageous.  Familiarity with CRM software, and communication tools like Slack- Advantageous.  Demonstrated ability to deliver exceptional customer service to all clients.  Willing to work rotational Shifts 24/7 loop. Matric or NQF 4 Equivalent

Responsibilities

Quality Delivery and Continuous Improvement  Provide consistently outstanding and delightful booking and care experiences to our Passengers, Account customers and Driver Partners.  Take responsibility for understanding, meeting and exceeding your objectives and KPIs.  Respond promptly and courteously to telephone journey bookings and queries, capturing accurate information in a timely manner.  Process all journey bookings efficiently and accurately using a booking system.  Assist Driver Partners with basic queries or directing them to the Driver Partner Portal and /or messaging service.  Ensure service delivery to account customers is efficient and well managed at all times.  Process all cash, card, account, and app bookings in accordance with company procedures.  Encourage the use of Air Pay to reduce call time wherever possible.  Ensure transferring of calls is kept to a minimum and avoid blind transferring at all times.  Ensure customer queries and complaints are logged accurately and within agreed timeframes, escalating to the relevant team member wherever necessary.  Utilize Slack channels, messaging and any other relevant internal communication channels throughout your shift to receive any relevant business and / or operational updates.  Liaise with other departments such as Pricing and Commercial, Driver Partner Experience, and I.T to ensure issues are resolved efficiently and within agreed SLAs.  Seek to support passengers, customers, and Driver Partners to self-serve wherever possible. Self-Development & Compliance  Ensure completion of all mandatory training.  Manage own self-development to improve knowledge.  Proactively prepare for 1:1 meetings and appraisals with manager.  Understand and embody the company values.  Constructively challenge, question, seek to improve, evolve and be kind.