• Job Description

  Req#: 79279

  Overview

  About TP

  TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

  With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

  Benefits of working with TP include:

  • Paid Training
  • Competitive Wages
  • Full Benefits (Medical, Dental, Vision, 401k and more)
  • Paid Time Off
  • Employee wellness and engagement programs

  TP and You

  Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

  As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

  Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

  This position will be based onsite at our Brownsville, TX site location.

  Responsibilities

  Your Responsibilities:

  • Deliver exceptional service to our high value customers by providing best-in-class service
  • and solutions to grow customer relationships within set standards via phone and chat
  • channels.
  • Provide accurate information and assistance to customers regarding their credit card
  • accounts, products, and services.
  • Identify and resolve customer issues efficiently while adhering to company policies and
  • procedures.
  • Educate customers on the features and benefits of the credit card and savings products and
  • services.
  • Proactively identify opportunities to enhance the customer experience and promote
  • customer loyalty.
  • Maintain accurate records of customer interactions and transactions in the company's
  • systems.
  • Meet or exceed established goals for all performance metrics, including call/chat quality,
  • productivity, and schedule adherence to provide an exceptional level of service to
  • customers.
  • Provide first call/chat resolution while following strict procedures that meet regulatory
  • and compliance guidelines.

  Qualifications

  We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.

  Qualifications:

  • Must be 18 years of age or older.
  • 1+ year related customer service-related experience. (Preferred credit card customer service)
  • Availability to work a flexible schedule, including evenings, weekends, and holidays.
  • High School Diploma or equivalent.
  • Ability to type at least 25 words per minute.
  • Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
  • Customer service and/or sales experience preferred.
  • College degree preferred but not required.

  Preferred

  • 2+ years of solid working knowledge of all Customer Service functions within a contact center.
  • Demonstrated ability to understand and can clearly explain complex concepts in a customer centric manner.
  • Ability to de-escalate customer issues and provide best in class service.

  Key Competencies:

  • Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
  • Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
  • Communication: Outstanding communication, listening, and analytical skills.
  • Organizational Skills: Strong organizational and problem-solving skills.
  • Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
  • Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
  • Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
  • Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

  Be Part of Our TP Family

  It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

  EOE/Disability/Vets

• About the company

  We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.

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