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ZAF-CSR RL 10022025

February 14, 2026

Overview:

As the first point of contact for our client’s valued customers, our Customer Service Agents ensure the
highest of quality standards are delivered at all times whilst developing customer loyalty and providing
an exceptional customer experience. They provide outstanding customer care, matching the needs of
the customer to the appropriate products and services.
Customer Service Agents will be expected to meet and exceed Key Performance Indicators and targets
as appropriate for the line of business they support, whilst continually demonstrating the
Teleperformance Mission and our values in every customer interaction. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector.

“Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Sshortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.”

Qualifications:

Main Job Requirements
Education and Specific Training
· Product Training on client accounts (will be provided on appointment)
Work Experience
· 6 months of customer service experience, preferably in a contact centre environment
Special Certifications
· None required
Other requirements
· Certain background checks may be required as relevant to the line of business
· If working from home, there will be core requirements covering broadband, technology &
equipment, a

Responsibilities:

· Receives and makes customer contacts through various channels (including but not limited
to voice calls, chat, email, and social media) and provides a first class service representing
Teleperformance and our clients in a professional and polite manner
· Uses a range of customer experience and interpersonal skills to deal with customer queries
delivering an exceptional service in every interaction
· Resolves customer complaints by taking ownership of the situation, utilizing the appropriate
communication channels and internal company/client systems to provide a solution and
acceptable outcome
· Completes any data capture and customer notes logs to a highly accurate level
· Escalates complex customer cases appropriately where required
· Quickly and efficiently identifies customer requirements and proactively delivers solutions
· Applies discretion and delivers timely judgments with the primary goal of resolving the
customer’s problem and ensuring the retention of a satisfied customer
· Embraces training, coaching and development to become a knowledge expert in terms of
the client’s products and services, effectively promoting brand values to customers
· Keeps abreast of any changes to campaign/account information and takes every opportunity
to increase campaign knowledge
· Manages and takes ownership of own performance with the use of Monthly Balanced
Performance Scorecards and applies every effort to meet and exceed Key Performance
Indicators (KPI’s), Sales and Performance targets
· Ensures that a great customer experience is at the heart of everything they deliver
· Constantly looks for possible improvements in the customer experience and raises ideas on
All Ideas Matter platform
· Consistently demonstrates the Teleperformance values of Professionalism, Integrity,
Commitment, Innovation and Respect in every interaction
· Manages own attendance effectively including, holiday entitlement, sickness and lateness
· Adheres to all company and/or industry governance and regulation principles relevant to my
role, including but not limited to the FCA Conduct rules and other regulatory requirements
· Adheres to and maintains own knowledge of all Company Policies, including the GESCP
(Global Enterprise Security, Compliance & Privacy) policies, HR policies, and other policies
communicated with from time to time through the Company’s internal communication
platforms
· Ensures highest levels of data protection, security adherence and prevention of fraud within
own role
· Follows a common sense approach to Health & Safety and ensures all published measures
are followed at all times, and takes proper care and attention for both own health & safety
and that of others
· Conducts themselves in such a manner which embraces diversity and respect for others, and
engages colleagues, managers and work in a positive way
· Other duties as assigned.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...