Customer Service Representative

3 weeks ago

Brownsville, Texas, United States Teleperformance USA Full time
Job Summary

Teleperformance USA is seeking a skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be the primary point of contact for customers, providing exceptional service and support to ensure their needs are met.

Key Responsibilities
  • Answer 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
  • Respond to inbound customer and partner digital inquiries, using methods and verbiage defined by management
  • Provide customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer
  • Ensure that customer requests for reservations and other services are met and confirmed within the guidelines established by management
  • Sense and exploit up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met
  • Present a positive view of the company and its properties when interacting with customers and fellow employees at all times
  • Escalate 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
  • 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

Requirements
  • 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.

About Teleperformance USA

Teleperformance USA 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. 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 USA is an Equal Opportunity Employer.

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