EASTWOOD | CSR IV - SUBJECT MATTER EXPERT

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:

Requires expert knowledge of a specific project/customer LOB.  Generally, knowledge is acquired through on the job training.  May require the ability to mentor others or function as independent contributor with expert client specific knowledge.    Incumbent's may function as Team Leads, Client Points of Contact; or experts (SMEs) on advanced programs. Generally, requires extensive experience or a 4 year degree, or combination of advanced education and experience.  At least 5 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Reports to a supervisor. Creativity and latitude is expected.

Overall Responsibilities:

• Generally, SME for a particular, client, LOB or product. 
• Provides floor support to agents as needed
• Handles escalations. 
• Responds to advanced/difficult customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
• Records customer inquiries by documenting inquiry and response in customers' accounts.
• Supports account’s specific programs and agents by providing expertise 
• Assists in developing and streamlining procedures
• Nurturing high-end clientele and be contact person for status of application and orders, billing issues, customer profiles, program and campaign information
• Answers telephone, e-mail, fax, letter, chat and newsgroup inquiries posed by customer
• Provides appropriate feedback and settlement to all customer contacts (including referrals to other organizations)
• Assists customers in enrollment process including but not limited to in depth information on program benefits, terms and conditions, application options, as well as technical support on tools, and resolving any open issues with the customer
• Takes orders over the phone for replacement materials
• Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines
• Processes and investigates returns
• Updates and maintains Contact Management System Software
• Contacts customers for marketing, survey and follow up purposes
• Performs necessary job costing functions. Enters manual orders into ERP system
• Captures and documents customer complaints
• Keeps abreast of program changes and informational updates
• Works with Microsoft and Vendor owned tools and websites
• Complies with company set procedures
• Supports account’s specific programs
• Assists in developing and streamlining procedures
• Take in customer credit card information and Personal Identifiable Information with the responsibilities of protecting the data as defined in the client security requirement, company information security policies.

Job Requirements:

knowledge, Skills & Abilities:

• Customer Orientation and Focus
• Ability to multitask (talk, type, navigate)
• Minimum typing speed 20 WPM
• Problem solving and resolution skills
• Strong internet navigation and website user knowledge
• Organizational and team work skills
• Conflict resolution skills
• Conceptual and independent thinking skill.
• Ability to handle basic agent escalations and provide floor support
• Experience with contact center technologies
• Experience working in a Financial/Banking industry an asset.
• Sales, cross-selling, and up selling experience desirable.
• Ability to work in a fast paced environment.
• Excellent verbal and written communication skills.
• Computer proficiency and knowledge of how and when to use reference material and on-line information.
• Phone Etiquette skill.
• Flexibility in regard to work schedules
• Ability to maintain strict confidentiality with customer account information.
• Strong customer services skill.

• Full competency in CSR I, II and Iii positions
• 4 year degree, or combination of advanced education and experience
• 3 to 5 years prior contact center or customer service experience preferred
• Ability to handle complex product lines and customer inquiries.
• Ability to handle escalations and perform basic team lead responsibilities.   
• Demonstrated problem solving and decision making skills.
• Effective time management and organizational skills.
• Experience in Windows and Internet-based environment required.