Opportunity Description
About the Role
Customer Service Agent – Teleperformance, Waterloo, Ontario.
Responsibilities
- Answer an average of 100+ calls per day in a high‑volume contact centre.
- Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
- Clarify customer requirements and use decision‑support tools and resources to provide suitable resolutions.
- Listen attentively and demonstrate empathy while building rapport with customers.
- Proactively offer appropriate solutions to create high customer satisfaction.
- Exercise patience and empathy to resolve customer concerns.
- Identify and maximize opportunities to cross‑sell and up‑sell to existing customers.
- Track, document and retrieve information in the call‑tracking database.
- Respond to customer inquiries by referring to published materials or higher‑level staff.
- Adhere to client policies, procedures and industry c...
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