ALABANG | Fraud Management/ Manual Order CSR II

Operations - Customer Service Representative II (CSR II)

Operations - Customer Service Representative II (CSR II)

Department:    Operations                                          Reporting to:                        Operations Supervisor

Compensation Band/Level:     CSRII

 

Company Summary:

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.

 

Position Summary:

The Customer Service Representatives (MOR) supports the day to day administrative requests submitted by operations managers across multiple regions and across multiple client queues. Examples of requests submitted are creating purchase orders, Invoice Reconciliation and reporting, entering time into timesheets, and setting up new vendors in supportive systems and tools.

 

 

Overall Responsibilities:

·       Receive and review blocked orders for client as assigned utilizing Majorel and/or client internal tools 

·       Validate blocked orders by performing data point and/or advanced research following a pre-defined research checklist 

·       Validate customer or order information by directly contacting customer(s) and documenting feedback  

·       Review research outcome and determine next step for blocked order i.e. Cancel, Release or Hold orders 

·       Execute manual review decision action on blocked orders  

·       Perform tasks within agreed KPIs or any agreed metrics 

·       Work closely with other client departments, Subsidiaries and Customers to proactively meet and exceed customer expectations 

·       Perform back up functions according to their roles and responsibilities 

·       Monitors multiple client queues and assign and work on cases as applicable.

·       Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks.

·       Reports identified fraudulent transactions to the leadership team

·       Recommends techniques and/or process improvement to prevent fraud from happening.

·       Will provide critical support as needed to handle escalations and process Risk Reviews

·       Conducts research, corresponds with clients and colleagues, leverages data, and monitors activity

·       Perform back up functions according to their roles and responsibilities 

 

 

Job Requirements:

·       Proficient in English business writing and speaking as the work involves communicating with customers and/or counterparts 

·       3 or more years related experience required  

·       Strong analytical and problem-solving skills 

·       Detail orientation  

·       Ability to work under tight deadlines while maintaining effective working relationships with customers and colleagues 

·       Self-motivated, meticulous and detail-oriented 

·       Ability to adapt to a fast paced and multi-cultural environment 

·       Strong customer service, accurate & logical problem solving, and communication skills 

·       Willing to work irregular hours and weekends where necessary 

 

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.

 

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 Procedure

• 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.

 

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