7 months ago
We are recruiting for Tier 2 Customer Service Advisors based in Gateshead. 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 2 advisors will receive calls from customers needing guidance. Calls are filtered/screened through Tier 1 agents and escalated to Tier 2 advisors to provide guidance on the following topics and refer customers to an external organisation were appropriate.
You 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. This role will suit individuals who can help customers in crisis while being able to remain calm and provide guidance on a wide range of financial topics.
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 receive inbound calls from customers needing guidance
To make outbound calls where calls backs have been requested by customers or offered by Tier 1 and or Tier 2 agent
Ability to understand a wide range of financial topics and ability to explain these topics in simple terms
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.