ALABANG | Fraud Management/ Manual Order CSR II

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.

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 

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.