Category : Customer Service/SupportAbout TPTeleperformance 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.Benefits of working with TP include:Paid TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programs Teleperformance and You 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 Teleperformance as an agent and advanced to the pinnacle of the company? At Teleperformance, the sky is the limit! This position will be based on-site at our Brownsville, Texas location.Your ResponsibilitiesAs a Customer Service Representative, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns. Answering inbound telephone calls, chat, email & reviews in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for customersResponding to inbound customer and partner digital inquiries, using methods and verbiage defined by managementAnswer Operator calls (internal/External)Providing customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customerEnsuring that customer requests for reservations and other services are met and confirmed within the guidelines established by managementSensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be metPresenting, a positive view of the company and its properties when interacting with customers and fellow employees at all timesEscalating difficult and complex situations to Team Leaders as they ariseWork with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicatedProvide Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offeringsWorks diligently to support company culture and team philosophy throughout the property.Comply with all departmental and company policies including company
business ethics guidelines.Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential informationBe willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questionsDemonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Future,” and values of Fast, Fun, Friendly, Fresh and Focused in all we doExhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and proceduresWe’re looking for fearless people – people who are inspired to deliver only the best in all that we do.Two year or more of directly related experience in an inbound contact center or face to face customer service
or similar customer service roleEffective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquetteKnowledge of property management, reservations and player tracking systems (e.g. Windsurfer, SHR, Hot SOS, Seven Rooms, LMS, CMP) is advantageous;Proficiency in basic Windows and MS Office packages is very importantStrong verbal communication skillsLanguage Requirements: Bilingual (English & Spanish)Experience handling customer calls in a 24x7 sales-oriented inbound environmentExperience handling reservations or in the casino / hospitality industry is considered a plusMust be able to work flexible schedules based on the needs of the business. Schedule subject to change based on business/customer needs.Be Part of Our TP FamilyIt is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.Teleperformance is an Equal Opportunity Employer