Operations Customer Expert

About the role

Teleperformance Limited is hiring a full-time Operations Customer Expert in Lagos (Marina). The role provides one-stop customer support for all services, resolving customer contacts within defined SLAs and keeping the promise of resolution for escalated cases.

Key responsibilities

• Resolve all complaints, concerns and issues in a timely and diplomatic manner, ensuring they are resolved or escalated on time.
• Respond to customer contacts within defined SLAs and resolve queries on first contact; escalate unresolved cases and hand them over at the end of the day.
• Educate customers about product terminology, features and benefits, and enhance customer loyalty and upsell accordingly.
• Update client comments, complaints, reports and compliments in the relevant systems, confirm client information and update the database.
• Record the reason for each contact (service request, enquiry or complaint).
• Work with the Team Leader on performance improvement, take part in regular team meetings, attend team briefs (BOD/EOD) and QA calibration sessions when called on, and take part in process improvement meetings.
• Notify management of negative trends, urgent issues or the extent of follow-up needed, and flag emerging service issues that may need support, upgrades or restructuring.

Required profile

• Completed NYSC or holds an exemption letter.
• Proficiency in Nigerian Pidgin.
• Entry-level experience (about 1 month).