alabang | Automotive account (csr i)Majorel (Formerly Arvato Bertelsmann)

Job Description
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.
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:
Perform accurate and efficient front-line contact center functions for automotive customers. Our client is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions. The Support Advisor .
Overall Responsibilities:
Ensure service delivered to customers meets contractual Key Performance Indicator (KPIs)
Clarify customer requirements probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
Listen attentively to customer needs and concerns demonstrate empathy while maximizing opportunity to build rapport with the customer
Greet customers in a courteous, friendly, and professional manner using agreed upon procedure
Maintain basic knowledge of client products and/or services
Prepare complete and accurate work including appropriately notating accounts as required
Participate in activities designed to improve customer satisfaction and business performance
Offer additional products and/or services
Track, document and retrieve information in call tracking database
Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
Job Requirements:
Minimum 18 years of age
High School or secondary school diploma (or equivalent) required College, University or post-secondary diploma (or equivalent) preferred
At least 1 year of customer service experience contact center experience preferred
Positive attitude and a passion for customer care
Patient and friendly with all types of customers
Consistent level of professionalism and a conscientious nature
Flexibility and adaptability to work in a fast-paced environment
Prioritization skill to balance conflicting workload to satisfy customers under time pressure
Strong written and verbal communication skills (good spelling, grammar avoid slang and jargon)
English Language proficiency
Good telephone customer service etiquette
Actively listens and asks probing questions to understand the customer's needs and determine the best course of action
Excellent verbal communication skills, responding with appropriate feedback (avoid slang and jargon) -Ability to demonstrate empathy and understanding diplomatic, polite and apologizes where necessary
Computer literacy - competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required)
Experience with cloud-based CRM and telephony tools (preferred)
Typing speed: minimum of 35 words per minute
Logical approach to problem resolution: gathers facts, takes corrective actions, escalates problems at the appropriate stage
Flexible schedule availability
Team player, working with the team to achieve objectives, friendly and approachable even when busy
Personifies willingness to help
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,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.