EASTWOOD | Sales Coach

Department:    Operations                                                      Reporting to:                        Ops Supervisor

Compensation Band/Level:     CSRII

Company Summary:

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.

Position Summary:

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 3^rd parties
• Ability to identify issues and derive actions

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. 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