Customer Engagement Specialist - Work from Home

Teleperformance•Concordia, KS

10d•Remote

About The Position

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go. Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Requirements

Education: High school diploma; GED equivalent
At least 1 year in a contact center environment
A willingness and desire to provide outstanding consumer service
Excellent technical skills (i.e. Microsoft Excel, Microsoft Word, SharePoint, Microsoft Teams)
Typing 40 WPM
Proven ability to multi-task
Superior communication skills
Must work well, both independently and with a team.
Ability to work in a fast-paced environment and successfully manage a rapidly changing environment
Display receptivity to coaching and feedback, with a desire to learn and improve
People relationship skills
Excellent problem-solving skills
Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
Communication: Outstanding communication, listening, and analytical skills.
Organizational Skills: Strong organizational and problem-solving skills.
Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.
Internet Requirements:
Minimum subscribed download rate equal or exceeds 15.0 Mbps
Minimum subscribed upload rate equal or exceeds 5.0 Mbps
ISP must have no packet loss and ping under 50ms
Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
Proof of internet speed required
Clean and quiet workspace

Responsibilities

Costumer Engagement Specialist are required to use excellent decision making and innovation to resolve issues and respond to consumer concerns while adhering to company and departmental guidelines. The position is responsible for resolving high level consumers issues in a fast-paced environment.
Support the Care Services staff by answering questions and providing coaching and feedback
Review consumer inquiries/feedback using database tools and documented best practices to provide improved consumer service and/or to capture and report data to internal/external users.
Apply technical and professional job knowledge to evaluate consumer concerns and accurately route requests for other support activities
Manage specialized consumer support activities via websites
Demonstrate excellent verbal and written communication
Display dependability by being punctual and maintain an acceptable level of attendance