Operations Customer Expert (German Speaking) at Teleperformance Kenya

Description

• A Teleperformance Customer Experience Representative, (Contact Centre Agent) is a curious, empathetic, detail-oriented, and problem solver person who enjoys helping businesses get unstuck.
• He/she is a great communicator who looks out for the best solution to a problem rather than only sticking with the status quo and he/she will go the extra mile for any Teleperformance Client's customer.
• He/she interacts with Teleperformance Client's Customers through multiple communication channels such as voice, email, chat, social media, WhatsApp, etc., with the purpose to provide, as example, customer service, technical support, or any other service for which he/she has been trained for. He/she is committed to deliver the best possible customer experience for any interaction he/she is involved in.
• He/she is keen to constantly improve his/her capabilities and skills, attending diligently the training programs offered by Teleperformance and participating actively to coaching and/or\quality assurance sessions.
• He/she is fully aware of the importance of security and safety and he/she commits to behave accordingly inside and outside the company, to protect him/herself, his/her colleagues and the business from any possible threat or attack.
• He/she will consequently follow carefully each security and safety procedure and will promptly inform his/her direct manager about any fact that may concern security and safety.
• He/she is finally a positive, proactive and committed member of Teleperformance world wide community with whom he/she genuinely share the fundamental values of Integrity,
• Respect, Professionalism, Innovation and Commitment.

Responsibilities

• Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries via phone and through emails and chats.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out to enable you respond to customer inquiries efficiently.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensuring customer satisfaction and providing professional customer support.
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• Managing database records, drafting status reports on customer service issues.
• Data entry and research as required to troubleshoot customer problems

Requirements

• Minimum of 1 year experience in Customer Service
• Degree/Diploma in any related field
• C1 German preferred
• Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
• Great people skills
• A sales-oriented approach
• Proactive personality and self-motivator
• Quick learner with the ability to absorb extensive information on the brand's history, product offerings and communications
• Demonstrates initiative with the ability to multi-task and detail oriented in a fast paced environment
• Outstanding written and verbal communication skills, great phone etiquette, and elevated speech
• Should be flexible to work in shifts both day and night

We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.