Overview
Teleperformance is the global leader in outstanding customer experience. We are the worldwide leader in Omnichannel customer experience. We’ve been providing superior customer care services for leading companies throughout the world since 1978, with expertise in many markets and verticals. We work with people and for people to bring passion and excellence to our businesses like our own business. That is what we do. We transform passion into excellence. With a large global footprint, we bring together best practices and experience from several countries worldwide combined with continuous innovation, the best mix of agents, efficient processes, intelligent analytics and strategic locations. This means rapid team assignment and a variety of solutions to provide a seamless and enriched customer experience wherever you need us. We are moved by passion. It defines us. It motivates us. It moves us forward and it is part of everything we do.
Qualifications
Interpersonal skills
Basic component isolation and troubleshooting skills
Demonstrate strong verbal and written communication skills
Strong organizational skills and the ability to multi-task
Flexible to work varied shifts
Minimum of 6 months experience in chat support environment
Successful candidate must have passion for online games
Minimum of 1-2-year experience with customer support or online community development, preferred
Meet and maintain monthly metrics
Must be willing to work in TPMY GEORGETOWN (Penang)
Responsibilities
Your responsibilities include:
Responding to customer queries in a timely and accurate way, via email or chat
Identifying customer needs and help customers use specific features
Analysing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)
Updating our internal databases with information about technical issues and useful discussions with customers
Monitoring customer complaints on social media and reach out to provide assistance
Sharing feature requests and effective workarounds with team members
Informing customers about new features and functionalities
Following up with customers to ensure their technical issues are resolved
Gathering customer feedback and share with our Product, Sales and Marketing teams
Assisting in training junior Customer Support Representatives
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