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RCC-Services-EN&BM-8-June-2026 - job post

Teleperformance
3.6 out of 5 stars
George Town•Remote
Full-time
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Job details

Job type

  • Full-time

Full job description

Qualifications:
Requirements/Skill
  • Educational Attainment:
Sales: Degree, Diploma with CS/BPO experience. If Diploma, must have at least a year of Sales experience
Service: Degree, Diploma with CS/BPO experience. Highly recommended is with Bachelor’s Degree, if Diploma must have at least a year of BPO/CS experience
  • Industry Experience:
Sales: Preferable with 1 year Sales (BPO) background voice support. If no BPO experience, must have a year of Sales experience (F2F, virtual/calls)
Service: Preferable with 1 year CS (BPO) background voice support. if no BPO experience, a year of experience in customer service environment
  • Language Competency:
Sales/ Service: EN C1, Malay C1
Must meet competencies on both languages SHL/Hallo AI
  • Skill Competency:
Sales/ Service: EN C1, Malay C1
Must meet competencies on both skill languages using Mock Call Assessment
  • Technical Competency:
Product Background - Preferably technology savvy
Typing Speed - 40 WPM
Computer Literacy - Good to have, passed customer literacy assessment
  • Work-From-Home Environment Readiness
1. Agreed to work from home in case of BCP activation
2. Must have a dedicated personal workspace conducive to work from home
3. Internet speed dedicated to the specialist should be atleast 12mbps
4. Specialist should have control over the usage of internet
5. During WFH scheduled hours, internet should be 100% dedicztaed to the specialist's work as indicated on the Statement of Understanding document that the specialist will sign prior to WAH deployment
5. Internet connection must have a LAN cable connection

Key Characteristics of successful speiclaists include but are not limited to the ability to be/have:
a. Empathetic and customer focused
b. Self Starters
c. Ambitious
d. Enthusiastic
e. Confident
f. Attention to detail
g. Proactive
h. Multitask
i. Mature enough to sustain through initial learning curve
j. Experience in high-volume contact centers or call centers
k. Communicate effectively and succinctly
l. Deal with ambiguity effectively
m. Ability to problem solve
n. Ability to handle fast pace inbound call center environment.
Responsibilities:
  • Providing a high caliber Customer interaction as measured by client call quality reports, call audits, and customer satisfaction survey;
  • Providing pre-sales consultative solutions, which explain features and advantages of cleint products to Customers who call Retail Contact Center Sales and Service;
  • Logging of correct and valid orders and accurately logging all Saved For Later (“SFL”) opportunities;
  • Selling and providing sales support for client products to drive incremental revenue while ensuring the highest level of Customer Satisfaction Survey scores;
  • Presenting to the public a strong working expertise in all client products (now and in the future) as measured by client call quality reports, call audits and Customer Satisfaction Survey scores;
  • Ensuring innovation and quality in all Customer interactions as measured by client call quality reports and Customer Satisfaction Survey scores;
  • Capturing all required data elements in client internal Online Store and other systems of record as required by client training and operational procedures; and
  • Maintaining a general awareness of client strengths in the industry.
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