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.

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.

This position is responsible for supporting frontline agents by handling consult calls and escalations / alternatively: handling more complex transactions or transactions for selected customer groups. This position ensures a proper communication of escalation outcomes to the team and all relevant parties.

Overall Responsibilities:
• Consult and support associates (e.g. floor-walking)
• Handle customer escalations and customer call backs
• Can conduct overrides and / or access special codes or promotional offers (e.g. grace / coupons / extra product keys etc.) or check / modify customer / case / order / account status beyond the limits of regular frontline agents
• Handle escalations to client; check and supplements escalation templates filled by frontline agents, forwards these to correct client or 3rd party alias; ensure responses are captured and forwards back to relevant contacts
• Resolve customers’ issues including interfacing with defined 3rd parties
• Gather additional information, identify top emerging customer issues and provide suggestions to improve support
• Contact client when clarification is required about knowledge and processes of run business
• Keep track of the escalations and findings to the team
• Inform client about issues on websites and tools and pass respective directives back to the team.
• Participate in client-facing communication as Subject Matter Expert for all above mentioned escalations

Job Requirements:
• Education: High School Diploma or Equivalent required.
◦ Minimum: 1 year experience within a customer service environment, experience within a contact center preferred.
◦ Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office applications specifically Excel, familiarity with web browsers, and demonstrated capability to work with tailored in-house applications
◦ Demonstrates effective, clear and professional written and oral communication.
◦ Business acumen in areas of e-commerce and retail is advantageous
◦ Process improvement awareness and experience
◦ Enthusiasm and strong self-motivation.
◦ Strong prioritization and time management skills, with a high degree of flexibility.
◦ Ability to embrace constant change with flexibility and good grace.
◦ Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
◦ Demonstrates effective communication, composure, and professional attitude
◦ Exemplary performance record, particularly with regard to quality & productivity
◦ Demonstrated desire to expand skills into new areas.
◦ Ability to give and receive feedback
◦ Proficient knowledge of business related processes and escalation procedures
◦ Ability to communicate internally and with the customer in a professional way; adequate to the channel
◦ Ability to correctly follow business specific processes: Case handling, escalations, call-backs, data protection/privacy rules
◦ Ability to communicate and effectively handle 3rd parties
◦ Ability to identify issues and derive actions

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.