Overview

Job Role: Inbound Customer Service Advisor VW/ Admin Support

Location: Glasgow CuprumCampaign hours: Monday to Friday 09:00 till 18:00 initially

Contract: Permanent 40 hours/week

Salary: £23,920.00Training: included

This is a work from home role, and candidates must be availabe to complete an onbaording process immediately. The role will begin on 26th February 2024.

Please note that this role is an initial admin support role for a 3 week period. After this, you may be required to move internally within the business to work on one of our voice campaigns and will be dependent upon background check results and business rquirements.

Who are we?

Teleperformance is the Worldwide leader in multichannel customer experience management who currently holds the highly sought after Great Place To Work award for the second year running. 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 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
• Recognition schemes
• On-going coaching and development and genuine opportunities to develop your career with the company’s management programmes

• Discounts on top retail brands
• Discounted holidays, flights and hotels

• 28 days’ holiday inclusive of bank holidays, with Length of Service days

Qualifications

• Strong Customer Experience focus essential with a determination to resolve Customer queries first time
• Experience working within financial service/ financially regulated environment desirable but not essential
• Full PC literacy essential, including Microsoft Office products
• Good written and verbal communication skills
• Ability to work to service levels and quality measures
• Ability to ‘act-in-the-moment’ with limited upward referral
• Ability to work in a team environment whilst maintaining individual ownership
• Ability to negotiate with and influence stakeholders and Customers as appropriate

Responsibilities

• Be first line support for all telephone enquiries, responding to all queries in a polite and professional manner
• Provide admin support in an inital 3 week project, before transferring to another campaign to provide inbound customer service support
• Energetically and enthusiastically work as part of a high performing Customer Operations team
• Consistently put our customers first and build their trust
• Take full ownership and use initiative to resolve customer queries within first contact resolution and deliver a personal service
• Pro-actively identify the best solutions for each customer that will also create value for the company and actively develop the brand
• Deliver a service where empathy and building rapport are central, that will delight our customers and put them at ease
• Adhering to company and industry standards
• Following all FCA regulations and quality and compliance principles
• Adhering to TCF principles whilst maintaining first class customer service