EASTWOOD | Customer Service Representative II (CSR II)

Majorel Philippines Corp, 8th and 9th Floor. Vector 3 Bldg., Quezon City, National Capital Region, Philippines Req #776

Monday, January 25, 2021

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.

Operations - Customer Service Representative II (CSR II)

Department: Operations
Reporting to: Supervisor

Supervises: NA
FLSA: Non-Exempt

Position Summary:

Requires some advanced call center knowledge; Generally requires multi-skill sets; Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Work is more complex than CSR I and requires a higher level conceptual thinking skill. Requires a high school diploma or equivalent and 1-3 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. Performs a variety of tasks. Works under direct supervision. Reports to a supervisor.

Overall Responsibilities:

Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer. Communicates technical matters in laymen’s terms
Records customer inquiries by documenting inquiry and response in customers' accounts.
Supports account’s specific programs
Assists in developing and streamlining procedures
Nurturing high-end clientele and be contact person for status of application and orders, billing and/or payment issues, customer profiles, program and campaign information
Answers telephone, e-mail, fax, letter, chat and newsgroup inquiries posed by customer
Provides appropriate feedback and settlement to all customer contacts (including referrals to other organizations)
Assists customers in required processes including but not limited to in depth information on program benefits, terms and conditions, application options, as well as technical support on tools, and resolving any open issues with the customer
Takes orders over the phone for replacement materials
Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines
Processes and investigates returns and/or manages customer cases to resolution
Updates and maintains Contact Management System Software
Contacts customers for marketing, survey and follow up purposes
Performs necessary job costing functions. Enters manual orders into ERP system
Captures and documents customer complaints
Keeps abreast of program changes and informational updates
Works with Microsoft and Vendor owned tools and websites
Complies with company set procedures
Supports account’s specific programs
Assists in developing and streamlining procedures
Take in customer credit card information and Personal Identifiable Information with the responsibilities of protecting the data as defined in the client security requirement, company information security policies.

Job Requirements:

Customer Orientation and Focus
Ability to multitask (talk, type, navigate)
Minimum typing speed 20 WPM
Problem solving and resolution skills
Strong internet navigation and website user knowledge
Organizational and team work skills
Conflict resolution skills
Experience with contact center technologies
Sales, cross-selling, and up selling experience desirable.
Ability to work in a fast paced environment.
Excellent verbal and written communication skills.
Computer proficiency and knowledge of how and when to use reference material and on-line information. Basic familiarity with PCs, including MS Windows Operating System and the Internet. Basic knowledge of Microsoft Word, Access, Excel, e-mail
Phone/Email/Chat Etiquette.
Flexibility in regard to work schedules
Ability to maintain strict confidentiality with customer account information.
Strong customer services skill.
Capacity for Complexity – Due to the depth of business rules surrounding programs, CSRs must have the ability to grasp and retain complex program rules
Problem Solving/Critical Thinking – As many issues will require detailed research in different tools,
CSRs must be able to solve difficult customer issues using multiple information sources and be able to relate different data points together in context of the problem
Communication skills – Given the depth and breadth of the program, CSRs must be able to articulate complex concepts in a way that customers can understand them. Also, given the maturity of customers calling the contact center (senior executive management), CSRs must be able to converse with these individuals in a professional and business-like manner
Task Management/Self-Management – Rather than closing each issue on the first call, many customer support scenarios will require that the CSR record some information from the customer, perform some research off-line and get back to the customer. This requires that the CSR be able to set and execute against expectations they set with their customer

Experience:

Minimum high school diploma or equivalent, required
Two years post high school education may be required.
1 to 3 years prior contact center or customer service experience preferred
Ability to handle more complex product lines and customer inquiries.
Demonstrated problem solving and decision making skills.
Effective time management and organizational skills.
Experience in Windows and Internet-based environment required.
Previous banking experience will be considered a plus.

Physical Demands & Work Environment:

The physical demands and work environment characteristics 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.

Physical demands: while performing duties of job, employee will primarily be using a computer to complete his or her job functions as described above. Sitting at a desk and typing for a consecutive amount of time may be required to complete his or her job functions as described above. Lifting Employee talk, hear and read.
Requires mobility.
Requires the use of office equipment such as multi-line telephone systems, fax machine, telex, copy machine, computer and calculator.
Requires reaching up to 24 inches. Requires the ability to distinguish letters, numbers and symbols. Requires hand/eye coordination.
Requires the ability to work long hours and endure stressful conditions.
Ability to be extremely flexible.
Work environment: Noise level in the work environment is within normal conditions
Work is performed in office environment.
Constant contact with staff and customers

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.

Other details

Job Family Operations
Pay Type Salary
Job Start Date Friday, March 5, 2021

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Majorel Philippines Corp, 8th and 9th Floor. Vector 3 Bldg., Quezon City, National Capital Region, Philippines