EASTWOOD | PIONEER ACCOUNT CSR III

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:

The Resource Staffing Coordinator performs the support and concierge services required of the Resource Coordinator.  The position is required to provide a higher level of support and assistance.  The Coordinator may work on escalations or assignments   that are more difficult based on the nature or work needed to facilitate the growth of the portfolio through its digital lifecycle.  Duties include customer service, linking customers and internal resources, engagement, consultancy and support.  Excellent relationship management skills are needed to ensure customer retention and support needed to fulfill customer needs. 

Overall Responsibilities:

• Process staffing inquiries as needed for customer support and consultancy
• Coordinate with client, engineers and stakeholders to maintain records and availability and analyze backlogs to ensure delivery of projects within required timeframe.
• Represent the client in a professional and efficient manner, personally owning and attending to customer needs 
• Respond effectively and efficiently to requests received via phone, email or chat.
• Develop rapport with customer to understand and adequately make appropriate referrals for development and support requests. 
• Manage / Facilitate end-to-end support requests from customers for requested services.
• Follow through on all referrals to ensure customer satisfaction.  
• Provide recommendations within in area of expertise to support customer needs
• Maintain adequate notes for each request handled to keep remind of team abreast of the status and pending issues
• Submit weekly and monthly status reports (as required according to business demand)
• Attend operations team meetings to give updates and/or recommendations on any issues where new processes and procedures should be considered
• Contribute to additional projects as delegated by the Management team
• Be an active member of a virtual team
• Ensure compliance with company regulations with regards to Data Protection and Information Security
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Job Requirements:

• Excellent Relationship Management Skill
• Emotional Intelligence to connect well with others and understand others concerns
• Strong empathy and problem solving skill
• Ability to mentor and support co-workers
• Strong sense of professionalism
• Native or near native language proficiency in language required.
• Native or near native language proficiency in English
• Working knowledge of technology related to MS software
• Demonstrated professional customer service skills with a respectful and positive attitude
• Excellent spoken and written communication abilities
• Project management and coordination skills
• Demonstrated analytical and problem-solving skills
• Self-motivated, hands-on and independently working individual
• Adaptability and capacity to easily find solutions
• Proactive attitude

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 arvato Confidentiality policy and Corporate Information Security Policies and Procedures.

• 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.