Customer Service Advisor - Contact Centre Based

Employer
Teleperformance
Location
Tyne and Wear, Newcastle upon Tyne
Salary
Up to £9.50 per hour
Closing date
11 Feb 2022

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Job Details

Customer Service Advisor - Contact Centre Based

Location: Work from Home

Contract: Temporary Start Date: ASAP Hours of Work: 37.5 hours per week. Candidates need to be flexible between the hours of 6am to 11pm Monday to Sunday. Training: 4 Days, 9am to 5:30pm.

Salary: £9.50 per hour

Enhanced background Check Required, completed by Teleperformance

Is this role right for you?

  • Do you have a passion for helping others?
  • Do you have the ability to deliver a first-class customer experience?
  • Would you enjoy being part of a highly engaged and compassionate team that represents one of the one of our key clients?

If you can answer 'YES' to these questions, then we'd love to hear from you!

This is an important key worker role, whereby you ARE making a difference.

You will handle inbound calls from customers displaying COVID-19 symptoms, and help to book testing. This may involve booking an appointment, to visit a testing centre, or arranging delivery of a kit in the post.

Some of the people you talk to may have valid concerns and so the ability to relay factual information is very important.

You will deal with a range of people of varying ages, therefore the ability to adapt your method of communication, to meet individual needs, is essential.

For this role you will have excellent communication skills, an attention to detail, and the ability to positively control your calls, whilst displaying empathy and patience at all times.

"Each Interaction Matters"

Job Overview

As a member of our Team at Teleperformance, you will be handling incoming calls from the UK general public. There is the potential that they will be moved to outbound calling if needed by Teleperformance.

You will become a specialist in effectively resolving incidents and queries. You will become part of a team that ensures our clients continued success and will be at the forefront of creating an amazing customer experience.

You will have the desire to help all callers providing accurate information relating to COVID-19 testing services. You will be self-motivated and have passion for assisting others.

Our callers want to talk to understanding and empathetic people who'll listen, ask the right questions and patiently offer solutions that serve their needs. Bring your experience and enthusiasm and you'll have the chance to support the COVID-19 testing service.

Key Responsibilities

  • Resolve customer inquiries with speed and precision
  • Assist customers with queries
  • Delight customers by providing timely, accurate and expert advice
  • Deliver a service where patience, empathy and building rapport are central
  • Record, track, and effectively resolve incidents and queries
  • Comply with company's policies and practices
  • Update your knowledge through the associated guidelines and procedures
  • Manage databases, tools, applications and operating systems
  • Strive to achieve first call resolution

Candidate Requirements

We believe in building a team with the right drive and passion for products and customer service. That's why we need you to be interested in providing information and advice to customers relating to the COVID-19 testing line.

Desired Education, Skills and Experience:

  • Strong Verbal and written skills with the ability to show attention to detail
  • Problem solving and strong communications skills
  • Professional and friendly telephone manner
  • Passionate about technology and the internet, with a desire to learn and develop
  • Customer Service experience
  • Take ownership of situations with positivity and a can-do attitude
  • Able to work within a fast paced, engaging environment

Place of Work

This is a work from home opportunity, where you will train and work from home, therefore you will need a broadband connection and a private room where you can work, free from distraction.

Who are we?

Our client, Teleperformance, is the Worldwide leader in multichannel customer experience management. We work on behalf of prominent brands throughout the globe to deliver great customer service and solutions on their behalf. We've been doing this since 1978, and every year we interact with more than 35% of the world population. We are in 80 countries, serving 170+ markets, employing 300,000 interaction experts worldwide, speaking 265 languages and dialects.

We are experts in people interactions, and this gives us the edge in delivering superior customer experience in every contact. We constantly invest in research and development and get a deeper understanding of customer's thoughts, behaviours and needs, across different countries, industries, channels, and generations. Our knowledge, technology, and market expertise, built through years of experience, allow us to successfully provide unique interactions all over the world.

What we offer

  • Comprehensive initial training.
  • On-going coaching and development and genuine opportunities to develop your career with the company's management programmes

Company

Each interaction matters. With every interaction, we deliver amazing experience with our colleagues and customers alike. Our mission is to deliver an outstanding customer experience at every single opportunity as a result of our commitment, passion and dedication to excellence. In doing so, we create opportunities and value for our employees, clients, customers, communities and shareholders.

At Teleperformance we’re not all the same, and we make this our greatest strength.

Teleperformance UK were officially certified as a Great Place to Work in September 2020. Followed by attaining #26 UK’s Best Work Places 2021, Super Large organisations.

At TP we have a plethora of Health and wellbeing activities and programmes we offer to our colleagues and we actively encourage everyone to get involved. From supporting Physical Health, Mental Health and Financial Wellness Support for all colleagues.

24/7 365 day online and telephone counselling support through our Employee Assistance Programme.

Access for all employees to our “Interactive Wellness Hub” where you can track your personal goals, create challenges, complete a full assessment on your health as well as gathering hints and tips to stay fit and active.

Be Part of Something BIGGER!

Our unique focus on people is part of Teleperformance’s DNA. Our employees are the key to our success and recognition & reward are fundamental in ensuring our colleagues know they are appreciated.

Communication is Key

Refer & Earn: If you love working for TP and want to tell your friends and family just how amazing it is – you can refer them to our Recruitment Team and earn up to £900 in the process.

Lunch & Learn: An ideal opportunity to learn about other departments, share news updates and what’s been happening in teams over the last few months.

myTP: Our employee engagement mobile application centred around employees' daily TP lives. Enabling you to view relevant information related to your working life, as well as local offers, event information and notices.

All Ideas Matter: Our global initiative that invites our people to be agents of change, delivering transformative ideas that make each interaction simpler, faster and safer.

CCMS: Our Contact Centre Management System integrates data from many systems and departments into a comprehensive view of performance at every level.

Shout Out: Our Teams channel where we encourage all our employees to praise, recognise and simply say thank you to those colleagues and co-workers that are helping them get through this tough time.

Let’s Connect: A one stop shop for all your contact needs.

Celebrating Diversity & Inclusion

At TP having a diverse and inclusive workforce is important to us. We all come in different shapes, sizes, ages, experience and backgrounds, all which make us unique to who we are. We want all our colleagues to embrace their authentic self and be who they want to be, as long as our colleagues are happy then we are happy.

Every month we drive our D&I calendar where we raise awareness, promote unity and celebrate our differences. We drive all these activities through our Engagement team and TP Women programme. Each interaction matters to us and we want our colleagues to feel comfortable which who they are.

CCMS: Our Contact Centre Management System integrates data from many systems and departments into a comprehensive view of performance at every level.

Shout Out: Our Teams channel where we encourage all our employees to praise, recognise and simply say thank you to those colleagues and co-workers that are helping them get through this tough time.

Let’s Connect: A one stop shop for all your contact needs.

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Location
GB

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