Teleperformance Global Services Private Limited Looking for Technical Support Executive at Gurgaon / Gurugram Full Time

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this)

• Transmit Teleperformance and our client values in every interaction
• Handle and carefully respond to all customer inquiries before, during and after their buying cycle by building excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner
• Provide excellent customer support through active listening on every interaction while adjusting support approach to accommodate all levels of customer experience
• Work with confidential customer information and treat it sensitively
• Use software to source and input customer data accurately as related to the inquiry
• Completes all training and development activities in timely manner.
• Understanding of escalation handling procedure.

Key Performance Indicators (subject to change)

• First contact resolution
• Customer Satisfaction (CSAT), including measures of competence and friendliness
• Post contact NPS
• Service Levels (speed to answer) across all contact channels (voice, email, chat, social media)
• Sales Conversion (Contact to Sale ratio)
• Shift Adherence

Profile Brief:

• Employee is reliable and autonomous with a large amount of discipline.
• Candidate should have a strong social network around them and be experienced with building sustainable relationships with people they never physically meet by using telephone, e-mail, video, and social media channels. This is to combat loneliness and isolation that may arise working from home.
• Employee is confident, accurate, ambitious, flexible, and well organized as there are less hand-holding opportunities as compared to brick and mortar.
• Employee should not be afraid to contact their supervisor for help and be open to feedback and coaching.

Main Job Requirements