Job Description

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.

Position Title: Customer Support Specialist (Restaurant)

Operations

Reporting to: Operations Supervisor

Compensation Band/Level: CSRII

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.

Our Client is a delivery management and optimization platform that helps restaurants increase sales and efficiency

They build solutions for large and small restaurants to succeed in delivery. The Support Specialist is responsible for

coordinating, investigating, and managing issues escalated through various CRM channels. Support Specialists

correspond with customers and other support representatives through inbound/outbound calls, chats and emails.

They are accountable for coordinating and regularly managing tasks with internal stakeholders and departments

within established SLAs.

The Support Specialist owns the customer product experience.

Overall Responsibilities:

• Provide support to various departments to address and investigate both complex technical or non

technical issues such as billing, payment or system integration.

• Resident expert on delivery management and optimization platform, processes, and policies.

• Use correct troubleshooting processes, language, and structure to address customer complaints over a

variety of support channels: e-mail, chat, and phone.

• Use good judgment and strong communication skills to ensure escalations are solved on the first contact.

• Work cross-functionally with other departments to prioritize, coordinate and apply resources as needed.

• Create knowledge-based content to streamline support workflows.

Job Requirements:

• 1-year experience in a customer-facing role or technical support.
• Detail oriented and highly organized
• Adaptable: Thrive in fast moving, ambiguous environments.

• Fluent in email, phone, and chat communications.

• Experience with various CRM and data tools, Zendesk, Salesforce, Google Sheets, etc. preferred

• Communicator: strong and effective communication skills.

• Sense of urgency and Resilient (does not back down from a challenge)

• Strong attention to detail.

• Good Time Management Skills

• React positively to change and embrace new projects

• Technical: Quickly picks up and owns technical, integration
troubleshooting workflows.

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.