The Operations Customer Expert (Customer Service Representative) role at Teleperformance Kenya is crucial for delivering truly integrated, human-centric customer experiences while optimizing business processes and performance. Teleperformance (TP) is a trusted partner to many of the world’s leading brands.
Responsibilities
- Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries via phone and through emails and chats.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out to enable efficient response to customer inquiries.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensuring customer satisfaction and providing professional customer support.
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
- Managing database records, drafting status reports on customer service issues.
- Performing data entry and research as required to troubleshoot customer problems.
Requirements
To be successful in this role, you must meet the following qualifications and requirements:
Experience and Education:
- Minimum of 1 year experience in Customer Service (The job listing also mentions 2 years experience).
- Degree/Diploma in any related field (BA/BSc/HND, Diploma).
Key Skills and Attributes:
- Typing speed of 40 WPM with accuracy of 90% and above.
- C1 English and excellent grammar skills.
- Knowledge of IT programs (i.e., Word, Excel), and fast fingers for typing.
- Great people skills.
- Proactive personality and self-motivator.
- Quick learner with the ability to absorb extensive information on the brand's history, product offerings, and communications.
- Demonstrates initiative with the ability to multi-task and be detail-oriented in a fast-paced environment.
- Outstanding written and verbal communication skills, great phone etiquette, and elevated speech.
- Should be flexible to work in shifts (both day and night).
