Job Position Customer Service Representative Makro FL (m/f) - International Recruitment - KU Leuven-blog
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Job Position Customer Service Representative Makro FL (m/f) International Recruitment
Career opportunities at Teleperformance Portugal | 2018
Information about the job
In the following document will be informing you about the job position as a Flemish Customer Service
Representative in Teleperformance Portugal, for the Makro project.
Within the next pages you will find detailed information regarding:
• Your responsibilities as a Customer Service Representative;
• Procedure and compensation for the training;
• Information about the working conditions;
• Information about the compensation package
After carefully reading this document, shall you have any remaining questions or doubts, please do not
hesitate to either contact your recruiter directly or us via the e-mail: jobs@teleperformance.pt.
!
Please read this document carefully and note down the questions you might have, so
we will be able to answer them in our next conversation.
By proceeding with the application process, you are accepting the conditions which are
stated in this document.
© 2018 Teleperformance Portugal | jobs.teleperformance.pt |jobs@teleperformance.pt
Career opportunities at Teleperformance Portugal | 2018
Your activities as a Customer Service Representative
The project
MAKRO is a part of the METRO GROUP Wholesale & Food Specialist Company. The group is present in 25
countries, with more than 750 store points and 100,000 employees.
MAKRO specializes in the general public for: Good Food - the better food; Party - everything for a
successful party & Home - everything to decorate a house into a cozy home, including the construction
and garden assortment available to the craftsmen in the work centers or drive-ins.
They range from a combination of reputable brand products and competitively priced and high quality
own brands. MAKRO opened its first Belgian store in 1970, in Deurne. Today there are 6 MAKRO stores in
Belgium as well as an online shop via www.MakroShop.be.
In 2003 METRO stores started in Belgium, with access being exclusively reserved for catering
professionals. With the recent opening of a second store in Antwerp, the total number of METRO stores
in Belgium is currently 10.
The job
Together with your colleagues you will be part of a team ensuring a competent and friendly customer
service experience over the phone and via e-mail.
Main Activities
Part of your daily activities will be:
• Listening to customers’ questions and concerns, providing the best possible answers and solutions;
• Assisting and providing clients with information regarding payments, shipping and products;
• Performing order entry and analysis;
• Escalating and rerouting the necessary matters and issues to other departments.
© 2018 Teleperformance Portugal | jobs.teleperformance.pt |jobs@teleperformance.pt
Career opportunities at Teleperformance Portugal | 2018
Procedure and compensation of the training
Intensive training for all new employees is the foundation of a successful career.
Procedure
The training period for Makro is 10 working days. It has a duration of 8 hours per day and the starting
times may vary between 08:30h and 09:30h, depending on your group. During the training you will
receive an insight into your future work field which will include:
• Integration into the Teleperformance Portugal team;
• Training for new computer software programs;
• Comprehensive product training about products and services of the client;
• Customer management training for telephone and e-mail contact;
• On-the-job training and independent implementation of training content.
Compensation
On the first day of training you will sign the training agreement, which includes information about the
salary, schedule and duration of the training. The successful completion of your training will result in the
work contract signature. The signing of the contract will either take place on the last day of training or on
the following workday.
The training period will be proportionally compensated by Teleperformance Portugal with 50% of your
regular hourly wage for those who successfully complete it. Since you will not yet have signed an
employment contract during the training, there will not be any charged for the training period
compensation.
Please be aware that in case of a premature termination of the training on your part, no compensation
will be paid. Any additional expenses related to the training will not be refunded.
© 2018 Teleperformance Portugal | jobs.teleperformance.pt |jobs@teleperformance.pt
Career opportunities at Teleperformance Portugal | 2018
Further information about the working conditions
Working hours
40 Hours per week on a rotational shift pattern from Monday to Thursday and Saturday, 06:15h to 19:00h
and Friday from 06:15 to 20:00h.
Rotating shifts
You will be assigned a daily working schedule of 8 hours with an additional hour lunch break. You will be
informed in advance about the working schedule.
Holidays
Since you will sign a Portuguese employment contract, Portuguese public holidays apply. If you work on a
Portuguese public holiday, you will get an extra compensation day that you can spend later, with consent
of the project.
Your holiday entitlement follows the Portuguese law with 22 days per year (you will collect two days per
month that you work with us).
Holiday and Christmas bonuses
In Portugal you will receive holiday and Christmas bonuses, each being equal to one extra month of your
base salary. Instead of paying you 14 times, the combined amount of these bonuses is divided by 12 and
paid each month on top of your regular monthly base salary.
Your workplace
Teleperformance Portugal currently has nine office buildings in Portugal. Six of these are located in
Lisbon, including the headquarters, while the three remaining ones are located in Covilhã, Oporto and
Setúbal.
All international projects are based in Lisbon, from where our Dutch Customer Service projects are
operating as well. Your future workplace will be the City Center building.
© 2018 Teleperformance Portugal | jobs.teleperformance.pt |jobs@teleperformance.pt
Career opportunities at Teleperformance Portugal | 2018
Location
Site Location
Train Station
Teleperformance Portugal
Portugal – City Center Bus Station
Metro Station
How to arrive
BY TRAIN BY BUS
• Station: Entrecampos • Carris 207, 727, 738, 754
• Rua Dr. Eduardo Neves, 1050-077, Lisboa • Station: Av. Da República
• Schedule: From 05:30h till 01:30h • Schedule: From 06:30h till 09:50h
• Train Lines: http://www.cp.pt • Bus Routes: http://www.carris.pt
BY BUS BY BUS
• Carris 731 • Carris 207
• Station: Av. Álvaro Pais • Station: Av. Da República
• Schedule: From 06:10h till 21:30h • Schedule: From 00:30h till 05:30h
• Bus Routes: http://www.carris.pt • Bus Routes: http://www.carris.pt
BY BUS BY METRO
• Carris 736, 744, 749, 783, 798 • Station: Entrecampos
• Station: Av. Da República • Rua Dr. Eduardo Neves, 1050-077, Lisboa
• Schedule: From 05:25h till 00:10h • Schedule: From 06:30h till 01:00h
• Bus Routes: http://www.carris.pt • Metro Lines: http://www.metrolisboa.pt
© 2018 Teleperformance Portugal | jobs.teleperformance.pt |jobs@teleperformance.pt
Career opportunities at Teleperformance Portugal | 2018
Photos of the Campus
Building Entrance
Training Room Operation Room
Cafeteria Meeting Room
© 2018 Teleperformance Portugal | jobs.teleperformance.pt |jobs@teleperformance.pt
Career opportunities at Teleperformance Portugal | 2018
Contract types
Contract details
• Fixed-term, renewable employment contract;
• Initial contract with a duration of 12 months;
• Up to two contract renewals with a duration of 12 months;
• Permanent employment contract after 3 years;
• Private health insurance after 6 months of contract signature (additionally to the standard insurance).
The Atlantic Experience Program (only for international candidates)*
• Airport pick-up and administrative assistance with your registration in Portugal;
• Reimbursement of your initial flight expenses after 9 months of successful integration;
• Yearly complementary two-way flight ticket back to your home country (within the EU);
• Accommodation in one of our company’s shared apartments;
• Free Portuguese lessons, sport activities, cooking lessons and much more!!
Training compensation (no taxes are applied to training compensation)
Contract type Weekly allowance Full amount (10 working days )
Training compensation 106,80 € 213,60 €
Monthly gross salary
Option with room
Salary structure Option without room Includes rent and utilities
(for international applicants) *
Base salary 980.67 € 827.47 €
Christmas bonus** 81.72 € 68.96 €
Holiday bonus** 81.72 € 68.96 €
Meal allowance 103.84 € 103.84 €
Total 1,247.96 € 1,069.22 €
According to Portuguese law the following taxes will be deducted from your gross salary:
11% for Social Security (granting you access to public health system, pensions, etc.)
8,5% - 14,5% income tax (IRS) - depending on your individual social status (single, married, children, etc.)
* Distance from Residence to Lisbon is more than 100 km (when candidate applied).
** The Christmas and Holiday bonuses are divided by 12 and paid each month.
© 2018 Teleperformance Portugal | jobs.teleperformance.pt |jobs@teleperformance.pt
THANK YOU
FOR MORE INFORMATION:
jobs@teleperformance.pt
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