6 months ago
We are recruiting for Tier 1 Customer Service Advisors based in Gateshead. l We need great people with customer service experience and good computer skills to fill them. Bring your experience and enthusiasm and you’ll have the chance to support some of the world’s leading brands.
Tier 1 agents will receive calls from customers needing guidance. They are the first point of contact and will direct the enquiry to the relevant service (external organisations or Tier 2) to provide guidance.
Tier 1 agents will need to understand the enquiry and direct the call to the correct partner/ external organisation, sign post to the client website, transfer the call to a Tier 2 agent or book a call back for Tier 2.
They will need to be confident enough to ask probing and clarifying questions to understand the caller’s issue. At times callers may be in financial difficulty or in a vulnerable situation, so agents must be empathic to the caller’s situation and be able to build rapport.
We’re looking for people who……
Have the customer at the very heart of everything you do
Are computer literate and have experience working with a PC
Show a positive approach and a can-do attitude
Are able to work within a fast paced, engaging environment
Are great communicators who listen as well as talk
As a Customer Service Representative could you……
Enthusiastically work as part of a high performing contact centre team on behalf of our leading client
Consistently put our customers first by actively listening to them, building their trust while understanding their needs
Deliver a service where empathy and building rapport are essential
Demonstrate good verbal and written communication skills
To provide an accurate response that follows protocol and quality procedures or direct the call to the correct Tier 2 service
Provide information in a timely manner
Comply with Data Protection requirements
What We Give You!!
On-going coaching and development and genuine opportunities to develop your career with our management programmes
Discounts on top retail brands
Full Time Permanent Contracts
28 days’ holiday inclusive of bank holidays, rising to 30 from year 2
Earn minimum £200 for recommending us a friend who we then employ
Discounted cinema tickets
Child care vouchers
Who are we?
Teleperformance is the Worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and add value to our client’s service by delivering great customer service and solutions on their behalf. We’ve been providing superior customer care for leading brands throughout the world since 1978, and every year we interact with more than 35% of the world population.