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Copy - CLARK | Customer Service Representative IV Premium IT Account | 9560 (November 11,2022)

Majorel Philippines Corp., 4th & 5th Floor, SM City Clark IT Center, Angeles City, Pampanga, Philippines Req #3942
Tuesday, November 8, 2022

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 Summary:

The customer service representative (CSR) handles customer questions and resolves customer issues. The position is dealing with customer requests and complaints by following program specific guidelines. The communication with the customer can take place through different contact channels (phone, email, chat etc.). The diagnosis and provision of a path of resolving inquiries related to all aspects of the appropriate program are main responsibilities of this position 

Overall Responsibilities:

Listen and respond to customers’ needs, concerns, requests and complaints

Provide information about products and services

Record details of customer contacts and actions taken by accurately log all interactions via program specific contact management systems

Handling the customer technical inquiries and driving the call to resolution by troubleshooting the
problems. This includes hardware, software, networking and interactions with the host computer OS and applications

Research answers or solutions as needed

Creating and maintaining a positive and professional relationship to the customer

Refer customers to supervisors, managers, or others in case of escalation

Job Requirements:

· High School Diploma or equivalent required.

· Experience in customer service face-to-face or through other channels beneficial

· Excellent skills in handling customer issues with empathy and communicate in a friendly tone

· Ability to drive for solutions according to customer needs

· Talent to listen to and understand the customer and to act accordingly

· Very good verbal communicational skills

· Ability to write and speak adequately in English

· Ability to understand spoken and written English

· Extended computer user skills including strong keyboarding skills

· Basic IT knowledge (questions around PC handling, Internet handling, commonly used IT products, etc.)

· Experience with client products, or computer based personal content management applications that are similar to client offerings

· Initial experience with troubleshooting technical problems with personal computers and peripheral equipment 

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, November 11, 2022
Location on Google Maps
  • Majorel Philippines Corp., 4th & 5th Floor, SM City Clark IT Center, Angeles City, Pampanga, Philippines