12 days ago
Customer Service Representative – Emails and Inbound Calls.
Site: Spectrum House, Bristol
Start Date: 9th December 2019
Training Duration: 2 Weeks, Monday to Friday 9am – 5.30pm
Shifts: 5/7 days, between 8am and 10pm (Full flexibility required)
Salary: £16,010 pa
Teleperformance - Who are we? We are the voice of our clients.
We are a global outsourcing customer management company with over 300,000 colleagues around the world in over 80 countries. Here in the UK, we have 19 sites, and over 7000 staff.
We have a reputation for hard work, outstanding results, and for simply being “a great place to work”.
What’s not to love!
What do we do? We provide fantastic service and great careers.
We interact with customers on behalf of our clients, helping to solve their queries. We make it our mission to look after customers in the way they need.
We offer a multi-channel approach, meaning we support in various ways, such as telephone, email, and web chat, through to white mail and social media interactions.
We invest in our teams and provide some fantastic opportunities for progression.
If you want to develop yourself and expand your career, our award winning training programmes and exceptional training teams are on hand to help to make this happen.
What role is available?
We are looking to expand our team of Advisors working on behalf of our high profile transport client. For this client we offer what we call “a multi-channel approach”, meaning we support in various ways, such as telephone and email, so never a dull day. We are looking for exceptional people to join our team and provide assistance to customers travelling by train. In this role you will engage with a variety of customers, dealing with queries about company products and processes such as digital ticketing, refunds and compensations claims as well as dealing with complaints. You will also trouble shoot website or online purchasing issues and real time travel advice during disruption events.
What does an average day look like? Now there’s a Great question!
A typical day will see you working in a lively & vibrant environment.
You will start your day signing into your systems, making sure you are fully prepared, and ready for the day ahead.
You will engage with a variety of customers, dealing with queries on both an inbound calling line, and email.
You will be responsible for responding to, and resolving customer enquiries, and dealing with customer concerns efficiently and providing a first time resolution.
You will troubleshoot issues to ensure any areas of concern are identified at an early stage, and provide information in line with process and procedures.
Some days could be quieter with occasional rest periods between calls, but the vast majority of your time will be busy with everyone wanting your help at once.
With an hour of rest time (made up of 30 minutes’ lunch and 2 x 15 minute breaks) you will always have time to catch up with friends, get something to eat in the town centre, or perhaps grab some fresh air and go for a walk.
What do we need from you?
A “passion” for people, with the ability to see beneath the surface, treating everyone with respect and professionalism at all times.
An” empathetic” approach, with the ability to identify and share the feelings of others.
A “want” to deliver a value-added service with the highest regards for quality, to maintain life-long, valuable relationships with our customers, at every interaction.
A “can do” attitude that sees you striving for results, achieving positive outcomes at every possible opportunity, in an environment where Each Interaction Matters.
What else do we need from you?
A good attitude and the ability to interact with lots of different people using various methods of communication.
Excellent written skills, with the ability to produce professional well-structured emails.
Resilience and the ability to be calm and think on feet under pressure.
Computer skills and the ability to multitask, including navigating multiple systems with ease.
Ability to take ownership of calls, provide first contact resolution and have a dedicated approach to providing customer excellence.
Flexibility, great attendance and good time keeping to make sure you are available for our customers.
What will we give you? Well there’s plenty, where do we start? 2 Week’s Classroom based training (paid of course) and a further week in a dedicated area on the call floor that we call “Nesting”. This is where the action happens, and where you take your first live calls. This is also where the nerves kick in, and mistakes may happen, but don’t worry, we expect that. We make it our responsibility to look after you with full support from experienced members of the team on hand to help. The chance to showcase your skills and fast track your career through our internal progression path.
Anything else that we have to offer? We have an amazing benefits package tailored to meet the varied needs and preferences of our diverse employees – here is a selection of what is available:
28 days’ holiday, increasing to 30 days following your 1-year service anniversary
Free access to our Lifestyle Benefits programme – featuring discounts, special offers and exclusive employee deals from many retailer partners
Free access to our Employee Assistance programme – 24/7/365
Free access to our Zest Interactive Health & Wellbeing Hub
Life Assurance Cover
Sports & Social Clubs
Length of Service rewards
Career Path Development
Refer & Earn Scheme – earn up to £900 for referring a friend to work for TP! And £300 for your friend too!
Where do you sign up? Right here!
* Call and chat to one of the telephone team in Gateshead, who will answer your questions, book a telephone interview, and check out your skills.