Retail Customer Service Expert - Remote

Teleperformance•Concordia, IN

7d•Remote

About The Position

TP is a global, digital business services company that delivers advanced, digitally powered business services to help brands streamline their business. With over 500,000 employees worldwide, TP operates on a global scale with a local presence, aiming to be a force for good in supporting communities, clients, and the environment. This role is for a Work at Home position. Through a balanced high-tech and high-touch approach, TP makes people's lives simpler, faster, and safer, helping companies adapt quickly to changing needs. The Customer Experience Specialist will be a key contributor, acting as the eyes and ears for the team by fielding customer inquiries and finding innovative ways to respond in a collaborative and engaging environment. The company highlights opportunities for career advancement, citing an example of an employee who started as an agent and rose to Chief Client Officer.

Requirements

High School Diploma or equivalent.
Minimum of 6 months of customer service experience.
Must be 21 years of age or older.
Ability to type at least 25 words per minute.
Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
Demonstrate commitment to following established procedures and be customer service driven.
Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
Outstanding communication, listening, and analytical skills.
Strong organizational and problem-solving skills.
Ability to prioritize tasks and work well under pressure while remaining focused.
Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
Proactive approach to problem-solving with a focus on creating a positive customer experience.
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.

Nice To Haves

Customer service and/or sales experience preferred.
College degree preferred but not required.

Responsibilities

Find innovative ways to respond to varying questions, issues, and concerns.
Provide customer support to customers via telephone and/or Internet, e.g., instant message, email.
Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment.
Escalate product or service-related issues to the appropriate Product Support Specialist.
Serve as the primary contact for inbound customer issues.
Escalate more technical product-related issues to the proper Product Support department.
Process a high volume of customer inquiries regarding offered products and services and resolve a targeted percentage of those inquiries.
Troubleshoot customer problems, identify the root cause of the problem and use tools and resources appropriately to determine how to resolve customer problems.
Escalate issues to the appropriate resource when unable to resolve problems in a reasonable amount of time.
Follow up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
Track and document inbound support requests and ensure proper notation of customer problems or issues.
Update customer information and ensure accurate entry of contact information.
Meet standards of job, such as quality standards, adherence to schedule and average handle time.
May provide guidance and/or mentoring to less experienced associates.
Perform other related duties as assigned.