• Job Description

  Req#: 70872

  Overview

  We’re looking for a Digital Customer Expert to join our team! In this role, you’ll be the go-to person for customers across phone, chat, and email. You’ll handle inquiries with empathy and professionalism, while ensuring policies and security standards are met. This is a dynamic role that requires problem-solving, adaptability, and confidence in decision-making.

  Qualifications

  • Competencies: Confidence in delivering decisions and explaining policies, patience in listening to and conveying client's message, and strong people skills including communication and emotional intelligence.
  • Soft Skills: Voice tone control, adaptability to different customers and cultures, resiliency to handle stress and pressure, curiosity with a learner's mindset, ownership to drive resolution, and drive to achieve targets/KPIs.
  • Process Compliance: Strict adherence to procedures, minimizing errors, and consistently following policies, processes, and regulatory compliance requirements.
  • Work from Home Requirements: Self-discipline to stay motivated, technical skills to troubleshoot company equipment, and meeting minimum internet speed requirements.
  • Cultural Fit: Understanding of the contact center environment, willingness to work in shifts, and adherence to schedule.
  • Language Proficiency: Proficiency in the system/tools usage language (English) and cultural knowledge of the region/country serviced.
  • Assessment Requirements: Typing speed and accuracy, IT skills, numerical skills, and channel-specific skills such as call flow control for phone, grammar proficiency for chat and email, and the ability to handle multiple chat interactions simultaneously.

  Responsibilities

  • Channels: Handling customer interactions through phone, chat, email, and occasionally blended channels based on business needs.
  • Environment: Focusing on policy enforcement, site security, risk assessment, and investigative work. This role involves dealing with sensitive topics and making decisions based on policies.
  • Typical Contacts: Managing issues related to account takeovers, transaction holds, selling limits, selling performance, account suspensions, account restrictions, listing removals, and appeals of decisions made.
  • Success Metrics: Key performance indicators include resolution, average handling time (AHT), transfer rate, customer satisfaction (C-Sat), recontact rate, schedule adherence, time to proficiency (T2P), guided judgment acceptance rate, and compliance and procedure adherence.

• 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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