Customer Service Specialist - Work from Home

Teleperformance•Concordia, KS

14h•$27,602•Remote

About The Position

We are seeking dedicated Contact Centre Agents to join our team. This role involves assessing caseloads in a timely manner, managing a dedicated caseload with empathy, professionalism, and confidentiality, while collaborating with relevant agencies and stakeholders to address complex issues. The ultimate aim is to enhance the well-being and financial stability of potentially vulnerable customers through proactive intervention and effective case management.

Requirements

Strong verbal and written skills with the ability to show attention to detail
Ability to establish excellent customer relationships in a fast-paced environment
A can-do attitude with the ability to interact with lots of different people
Professional and emotional stability, able to remain professional and maintain professionalism and provide consistent customer service when engaging with Claimants
PC skills, and the ability to navigate multiple systems competently, with ease
A good consistent typing speed and the ability to multi task
Take ownership of situations with positivity, resilience and a dedicated approach to providing service excellence
Adaptable and open to change
Vetted to Baseline Personnel Screening Standard (BPSS)
Ability to connect to the internet via Ethernet cable to your modem (Wi-Fi is not supported)

Nice To Haves

Values: Process Excellence, Collaboration, Communication, Emotional Intelligence, Open-Mindedness, Critical Thinking, Solution Orientation, Entrepreneurship

Responsibilities

Conducting challenging but effective conversations
Maintaining multiple cases simultaneously, varying by type and stage
Managing a designated caseload
Questioning in a curious and confident manner, whilst being considerate of potential sensitivities, asking appropriate follow up questions relevant to uniqueness of the case as required to gather evidence
Reviewing and comparing multiple sources of information, including using reasoned judgement to assess contradictory pieces of evidence
Engaging with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer service skills
Working collaboratively within your own team and with wider teams to support delivery outcomes
Being proactive in talking to relevant people to get advice and information when unsure how to proceed
Managing and conducting caseloads by following a structured review process in adherence to all legal and policy requirements
Deciding what evidence is appropriate to request as is required to confirm the validity of declarations, considering the uniqueness and context of each individual case
Planning and conducting robust interviews asking challenging questions to gather all relevant information; exercising judgement to tailor follow up questions specific to each individual case
Gathering, verifying and assessing all available information, and deciding on an appropriate course of action
Recording the progress of caseloads on specific systems, including maintaining and retaining relevant evidence in an evidence file including redacting and annotating sensitive material when appropriate

Benefits

On-line recruitment process, with potential job offer within 24 hours
Fully paid training
28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
Lifestyle Benefits programme – featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners
Free wellness, kids, and learning classes through our own Community Online Academy
Refer & Earn Scheme – earn up to £900 for referring a friend to work for TP! And £300 for your friend too!
Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days’ year
Interactive Health and Wellbeing Hub
Life Assurance Cover & Pension Scheme
Length of Service and monthly recognition awards
Opportunities for career development and progression