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.

Operations - Customer Service Representative I (CSR I)

Department: Operations
Reporting to: Operations Supervisor
Compensation Band/Level: CSRI

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Our client is the world’s leading mobile transportation and platform. The company offers a full range of app-based transportation services for 550 million users across Asia, Latin America and Australia, including Taxi, Express, Premier, Luxe, Bus, Designated Driving, Enterprise Solutions, Bike Sharing, E-bike Sharing, Automobile Solutions and food delivery. Tens of millions of drivers who find flexible work opportunities on the DiDi platform provide 10 billion passenger trips a year. This Role provides first class support to our client’s customers related to inbound and outbound basic support and specific campaigns (sales, collections, customer conversion, and etc). The successful candidate will be responsible for interacting with customers, drivers and others within our client’s business. The key focus of this role is to expedite customer queries while maintaining the highest customer service standards at all times. Inquiries are received via phone, email, chat or social media channels. The role has a wide range of responsibilities focused on improving the overall customer experience. The successful candidates will identify opportunities for operational improvements & suggest service improvement strategies in accordance with business requirements.

Overall Responsibilities:

• Assists Customers by answering queries

• Provides basic research, verification and responses to customer inquiries via phone, email or chat.

• Provides high caliber Customer interaction as measured by call quality reports, call audits, and customer satisfaction survey;

• Presents to the public a strong working expertise in all Client Supported Products (now and in the future) as measured by call quality reports, call audits, and customer satisfaction survey scores;

• Ensures innovation and quality in all Customer interactions as measured by call quality reports and customer satisfaction survey;

• Captures all required data elements in systems of record as required by training and operational procedures;

• Maintains a general awareness of client’s strengths in the industry

• Provides information and ideas to improve service offerings

• Optimize opportunities for sales and upselling.

• Other duties as assigned

Job Requirements:

• High School Diploma or Equivalent Qualification for Country Standard

• Communication skill in language required by client (Bilingual if required)

• Customer focused: Enjoys solving customer problems

• Strong sense of urgency

• Fast execution

• High curiosity and desire for continuous improvement

• Computer literacy/typing ability

• Strong organizational and administrative skills

• Strong analytical and problem solving skills

• Self-motivated and adaptability & willingness to take on new tasks

• Self-motivated, works well under own initiative

• Strong team player

• Deliver efficient troubleshooting and query resolution.

• Present work professionally in a timely & efficient manner within deadlines.

• Exhibit ability to show initiative identifying trends and/or process improvement.

• Continuous product & process training in fast-paced environment.

• Promote a positive and professional image to clients and others at all times by adhering to company policy and procedures.

• Excellent communication soft skills and confidence dealing with customers

• Compliance to following scripts and instructions

• Telephone Sales and customer service experience preferred but not required

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 such as multi-line telephone systems, fax machine, copy machine, calculator. 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.

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.