Candidatul ideal

Teleperformance Romania is certified as being a Great Place to Work.
This distinction reflects the synergy that TP employees have with the company, so this achievement is for everyone in the TPRO TEAM.
We’re looking for client-oriented candidates (voice), who are native or near-native ENGLISH speakers ( C1 or C2 level) to join our Technical Service Representative team.


Responsibilities:
Deliver high-quality, customer-driven support by addressing customer service and technical inquiries at the first point of contact whenever possible.
Diagnose technical issues and perform initial troubleshooting via incoming phone calls, email and chats, from both non-technical users and tech-savvy account adminitrators.
Demonstrate ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable terms.
Assess customer sentiment throughout communication, taking the lead in escalating issues when necessary and arranging for supervisor involvement if requested by the customer.
Manage all customer communication with appropriate etiquette, timeliness, and professionalism while working towards achieving agreed operational targets.
Demonstrate confidence and willingness to resolve customer requests/issues.
Document every interaction with detail and escalate using appropriate internal channels.
Understand and follow escalation handling procedures.
Interact effectively with team members within Client Services team (Teechnical Support, Billing, Onboarding), use available tools and resources to help resolve customer.
Provide technical assistance related to Telecom, VoIP, Networking, UCaaS on advisor level.
Complete all training and development activities in a timely manner.

Descrierea jobului

Key Skills:

• Communication – excellent written and verbal communication skills are required. Listen attentively and empathetically, ablity to drive customer issue to resolution. Should be sensitive about account security and customer information.
• Customer Focus – build credibility with the customer by using empathy, and work patiently with irate customers issues. Remain courteous, energetic and engaging while dealing with customers.
• Learning Orientation – keep learning about the products and services, as they are constantly developing new features. Stay on top of building up knowledge and background.
• Result Orientation – prioritize work to ensure all of the required KPIs are met, and use the available resources effectively. Take ownership for own results, be able to accept constructive feedback, and reach out for support proactively.
• Technical Background/Affinity – have basic understanding of Telecom, VoIP, Networking, UCaaS.

• Responsibility & accountability – adherence to the set schedule, reporting problems or challenges on time, proactively contact management and comply with all set principles.

Benefits package:

• Full-time contract
• Work From Home
• Super-fast recruitment process
• Training – paid -
• Competitive salary
• Flexible schedule
• Excellent experience in working in Teleperformance, a company with a multicultural and friendly environment
• A great, motivated and talented team with sense of humor! ?
• Super-fast recruitment process - 100% online;
• Above market monthly salary;
• Meal vouchers of 21 lei per day;
• Work From Home monthly bonus;
• Bookster - free subscription - delivered at home;
• Referral bonuses (up to 500 euro);
• Professional development opportunities;
• Medical subscription to Regina Maria;
• Super friendly, welcoming work environment.