Teleperformance is hiring for Executive Role

Teleperformance is hiring for Executive Role

Company: Teleperformance

Job Role: Executive / Sr.Executive

Qualification: Any Graduate

Batch: Any Batch

Salary: 2.6 LPA - 2.8 LPA

Job Location: Hyderabad/Bangalore/Chennai/Indore/Gurugram/ Kolkata/Mohali/Mumbai/Jaipur

Application Deadline : 13 February 2024 11:59 PM

Experience: Freshers/Experienced

About Company Teleperformance:

Teleperformance is a global digital business service company that provides a comprehensive, AI-powered service portfolio including customer care, technical support, debt collection, social media services, and trust and safety services that help defend both online users and brand reputation.

They provide services for debt collection, telemarketing, customer relationship management, content moderation, and communication. Its services are operated in over 300 languages and dialects on behalf of companies in various industries.

Teleperformance SE is a multinational company founded in 1978 with headquarters in France. They provide services for debt collection, telemarketing, customer relationship management, content moderation, and communication.

Mandatory Required Skills:-

Languages - English , Hindi 

Chat Support

• Job Summary / Overview:-
• Web Chat
• Professional and efficient customer service to all the clients involved
• Key Responsibilities and Accountabilities (may perform other duties as requested, not specifically addressed in this document)
• Delivery

Chat Service:-

• Proactively keeps up to date on new procedures.
• Complete understanding of the platform and sensitive towards customer resolution
• Complete ability and empowerment to provide end-to-end resolution (including online and offline if required)
• Focus on achieving first-time right (FTR) for all the handled queries, complaints, and requests

Design:-

• Ability to find an effective solution in a simple and clear manner. Should proactively keep the customers and stakeholders informed about the issue and take corrective actions accordingly
• Outcomes
• To keep himself/herself updated about the latest happenings around and ask questions which impact customers delight

Communication:-

• Proven ability to communicate with customers
• Stay closely involved with operations
• Decision-Making Authority

Decision Expected:-

• Strong problem-solving skills (methodology and use of tools)
• Accountability & Ownership

Recommendations Expected:-

• Customer Orientation
• Adaptability

Technical Skills:-

Knowledge of MS Office

Competencies and Specific Skills:-

• Communication skills (Oral and Written)
• Problem-solving skill
• Social Media Knowledge
• Interpersonal Skills
• Creativity

Voice Support:-

Job Summary / Overview:

• Manage calls from customers regarding orders,
• Inquiries
• Complaints
• Troubleshoot
• Customer service problems and provide general information.
• Adhere to the Service Level Agreement (SLA) specified by the Client / Process for AHT
• Quality
• Productivity
• Schedule Adherence
• Attendance & Sales (if required in the process)

Key Responsibilities and Accountabilities (may perform other duties as requested, not specifically addressed in this document):

FUNCTIONAL/ OPERATIONAL:

• Complete the logs specified by the process.
• Ensure adherence to time schedules.
• Be available for all briefings and updates.
• Be aware of and comply with any client / process / product updates.
• Share the day's performance with the TL and colleagues
• Refer to the central information database to handle queries.
• Go through the database regularly to check for any updates.
• Address any problems / grievances with the TL / TC / TM that may have a bearing on productivity or efficiency.
• Maintain a high customer satisfaction rating as per the feedback taken by various agencies and authorities.
• Take steps to improve performance based on coaching.

General Security Responsibilities:

• Adhering to Information Security Policies and Procedures of Teleperformance
• Ensuring compliance with Information Security Policies and Procedures

Specific Security Responsibilities:

• Understand and comply with information security policies and procedures, and report all security incidents.
• Ensure the audit non-compliances are fixed within the stipulated timelines.
• Protect information entrusted to you.
• Follow the information labeling and handling procedures based on the classification level of the asset.
• Follow the Clear Screen and Clear Desk Policy.
• Adhere to the Internet Code of Conduct, email usage policy, and customer information and data security policy.
• Comply with the Non-Disclosure Agreement.

TEAM RELATED:

• Assist other team members who are new to the process.
• Check for updates with the team leader and share the same with team members.

OCCASIONAL RESPONSIBILITIES:

• Mentor the team members by floor-walking.
• Provide input through forums to improve work procedures that can enhance overall team performance.
• Prepare reports like daily productivity, leave reports, etc
• Adherence to norms specified by COPC certification and ISO 27001 specifications (as applicable to the process)
• Be a part of the fun committee to organize events / skip activities for the team.

Decision-Making Authority:-

Decisions Expected:

Adhering to the Key Responsibilities and Accountabilities

Recommendations Expected:-

Improvements in client tools, processes and customer experience.

Main Job Requirements

Education and Specific Training:-

• Graduate in any discipline
• Undergraduate (10+2) with 6 months of continuous work experience.

Special Certifications:- None

Required Skills:-

Technical Skills:-

• Listening Skills
• Accent Comprehension
• Reading Comprehension
• Basic Computer skills
• Written English
• Typing Skill
• Comprehension of correct message understanding inferred meaning understanding of native idioms and colloquizes. Listening with or without distractions
• Understanding different accents
• Ability to understand written matter accuracy and inferred meaning
• Ability to operate a computer Basic usage of parts or instructions
• Word Order, Sentence Construction, Grammar, and Syntactical Error
• Accuracy and Speed of typing

Trainable Skills:-

• System Navigation
• Paraphrasing
• Process Knowledge
• Probing Skills
• Phone Usage
• Rapport Building
• Telephone Etiquette
• Usage of systems
• Learn to understand and navigate systems and applications
• Ability to rephrase what the customer says
• Knowledge of product
• Ability to ask appropriate questions to be able to understand and/or resolve problem statement
• Usage of different phones (based on process or business requirement)
• Ability to communicate comfortably with the customer
• To speak appropriately using knowledge of the call script, Process and Soft Skills
• Knowledge of various systems required for the process

Competencies and Specific Skills:-

• Oral Competency
• Attention to Detail
• Empathy
• Range, Accuracy, Fluency, Interaction, and Pronunciation
• Ability to be alert and focused
• To understand where or in which scenario to empathize with the customer

Selection Process For Drive:-

Application Screening

Online Assessment

Technical Interviews

HR Interview

All candidates can apply for the Off-Campus Recruitment Drive 2024, they may apply for this position by clicking on the link given below before the link expire:

Registration Link:-