About the Role

Customer Service Agent – Teleperformance, Waterloo, Ontario.

Responsibilities

- Answer an average of 100+ calls per day in a high‑volume contact centre.
- Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
- Clarify customer requirements and use decision‑support tools and resources to provide suitable resolutions.
- Listen attentively and demonstrate empathy while building rapport with customers.
- Proactively offer appropriate solutions to create high customer satisfaction.
- Exercise patience and empathy to resolve customer concerns.
- Identify and maximize opportunities to cross‑sell and up‑sell to existing customers.
- Track, document and retrieve information in the call‑tracking database.
- Respond to customer inquiries by referring to published materials or higher‑level staff.
- Adhere to client policies, procedures and industry compliance.

Qualifications

- High school or secondary school diploma (or equivalent) required; college, university or post‑secondary diploma preferred.
- Minimum 2years of customer‑service experience.
- English language proficiency; excellent verbal communication skills.




- Good telephone customer‑service etiquette and ability to demonstrate empathy and understanding.
- Computer literacy – proficient in Microsoft Office/Google Suite and web browsers; experience with cloud‑based CRM and telephony tools preferred.
- Typing speed of at least 35 words per minute.
- Logical problem‑resolution approach with the ability to gather facts, take corrective action and escalations when needed.
- Versatile schedule availability; willingness to work additional hours as required.
- Team player; friendly and approachable even when busy.
- Ability to quickly learn new applications and processes; handle routine and repetitive tasks.
- Maintain acceptable attendance.
- Available to work full time on‑site in Waterloo.

What We Offer

- Paid training.
- Competitive pay rate of $18.20 per hour.
- Work in a state‑of‑the‑art office located in Waterloo, Ontario with easy transit access.
- Office located near restaurants, shopping and amenities within walking distance.
- Supportive workplace culture encouraging employee development and well‑being.

Teleperformance is an Equal Opportunity Employer.

📌 Customer Service Representative Onsite (London)
🏢 TP Canada
📍 London