We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Department: Operations Reporting to: Operations Supervisor Compensation Band/Level: CSR I Company Summary: We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world. Position Summary: Perform accurate and efficient front-line contact center functions for automotive customers. Our client is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions. The Support Advisor . Overall Responsibilities: • Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’) • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer • Greet customers in a courteous, friendly, and professional manner using agreed upon procedure • Maintain basic knowledge of client products and/or services • Prepare complete and accurate work including appropriately notating accounts as required • Participate in activities designed to improve customer satisfaction and business performance • Offer additional products and/or services • Track, document and retrieve information in call tracking database • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff Job Requirements: • Minimum 18 years of age • High School or secondary school diploma (or equivalent) required; College, University or post-secondary diploma (or equivalent) preferred • At least 1 year of customer service experience; contact center experience preferred • Positive attitude and a passion for customer care • Patient and friendly with all types of customers • Consistent level of professionalism and a conscientious nature • Flexibility and adaptability to work in a fast-paced environment • Prioritization skill to balance conflicting workload to satisfy customers under time pressure • Strong written and verbal communication skills (good spelling, grammar; avoid slang and jargon) • English Language proficiency • Good telephone customer service etiquette • Actively listens and asks probing questions to understand the customer’s needs and determine the best course of action • Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) - Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary • Computer literacy - competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required); • Experience with cloud-based CRM and telephony tools (preferred) • Typing speed: minimum of 35 words per minute • Logical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stage • Flexible schedule availability • Team player, working with the team to achieve objectives, friendly and approachable even when busy • Personifies 'willingness to help Physical Demands & Work Environment: While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed. . Standard General Security Roles and Responsibilities • Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement. • Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure • Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process. • Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements. General sign off: This description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions. It indicates the kinds of tasks and levels of work difficulty required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision. Nothing contained herein is intended or shall be construed to create or constitute a contract of employment between any employee or group of employees and the Company. The Company retains and reserves any and all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper. I have read and understand the requirements of this job description and I am able to meet the requirements as listed above with or without reasonable accommodations Employee Name & Signature Date
Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.
