ALABANG | Customer Support (CSR I)

Department:    Operations                                          Reporting to:                        Supervisor

Compensation Band/Level:     Agent CSR 1

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:

Responsible for handling support related questions for client customers and partners.  This position is responsible for providing problem resolution and world class customer experiences for incoming service inquiries which are basic or routine. Inquiries may require CSR to provide support and guidance, education and technology information.  May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials. This position may support client customers in technical or service support and may require some sales. The individual in this position must possess strong customer service and troubleshooting skill they have an entrepreneurial spirit with individual initiative that delivers on a culture of doing everything possible to ensure that every customer they interact with feels satisfied in an empowered environment In addition, they will be responsible for adhering to personal performance metrics, accepting coaching, and improving their personal performance as instructed.

Overall Responsibilities:

• Receives incoming call, emails and chat.  Responds in accordance with channel received with first call resolution as a goal. 
• Provides prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer
• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction
• Provides expertise and recommendations; may require some upselling
• Accurately logs all interactions via Client’s Contact Management System
• Successfully maintains call center metrics
• Recognizes and adjusts support approach to accommodate all levels of customer’s experience
• Educates customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs
• Communicates positively and effectively with team members, customers, and other partners
• Escalates issues to the appropriate department according to established procedures
• Assists the customer in resolving their service related issue according to documented procedures and processes.

Job Requirements:

• HS Diploma or equivalent
• Minimum 6 months experience in a customer service role
• Experience supporting customers via phone, e-mail, chat, and/or in person
• Excellent customer service Skills
• Passion for customer care and technology
• User-level knowledge of computer technology, personal computer or other devices related to client products
• Written and verbal fluency in the language group supported. In addition, possesses sufficient skills to understand all training materials, including technical terminology in requires language in both written and verbal format.
• Self-management to work independently in a fast-paced constantly changing environment.
• Goal Motivated, upbeat individual
• Excellent interpersonal and teamwork skills
• Ability to multitask across systems and applications
• Analyze, isolate and resolve a variety of complex technical issues
• Research and grasp technical information across multiple tools while talking with customers
• Comfortably navigate a technical environment
• Prioritization and organization skills
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
• Strong keyboarding skills
• Strong Active listening skills and ability to identify root problems
• Accurately paraphrase conversation
• Ability to identify solutions based on written procedures, guidelines, and process tools
• Ability to communicate with the customer in an empathetic fashion
• Ability to negotiate with customer on various solutions
• Ability to diffuse an angry customer through effective customer skills
• Positive attitude emphasizing tact and diplomacy
• Outstanding verbal and written communication

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 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.

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