Customer Care Representative - Onsite
Company: Teleperformance USA
Location: Brownsville
Posted on: October 29, 2024
Job Description:
Category : Customer Service/Support
About TP -Teleperformance 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 customers
- Responding to inbound customer and partner digital inquiries,
using methods and verbiage defined by management
- Answer 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 customer
- Ensuring that customer requests for reservations and other
services are met and confirmed within the guidelines established by
management
- Sensing and exploiting up-sell opportunities where appropriate;
always attempting to cross-sell in cases a specific request cannot
be met
- Presenting, a positive view of the company and its properties
when interacting with customers and fellow employees at all
times
- Escalating difficult and complex situations to Team Leaders as
they arise
- Work with Quality Coaches and Team Leaders to evaluate
individual performance and make efforts to improve performance
where the need has been indicated
- Provide Team Leaders with important observations -culled from
many customer interactions, offering suggestions to improve
process, product or service offerings
- Works 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
information
- Be 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 questions
- Demonstrate 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 do
- Exhibit conduct in accordance with all company regulations and
Seminole Tribe of Florida departmental policies and procedures
-We'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 role
- Effective, demonstrable computer skills (beyond basic
keyboarding) and understanding of telephone etiquette
- Knowledge of property management, reservations and player
tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS,
CMP) is advantageous;
- Proficiency in basic Windows and MS Office packages is very
important
- Strong verbal communication skills
- Language Requirements: Bilingual (English & Spanish)
- Experience handling customer calls in a 24x7 sales-oriented
inbound environment
- Experience handling reservations or in the casino / hospitality
industry is considered a plus
- Must 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 -
Keywords: Teleperformance USA, McAllen , Customer Care Representative - Onsite, Other , Brownsville, Texas
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