clark | Customer Service Representative - e-commerce | aug 21,2023 | 10965Majorel (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.
Position Summary:
Perform accurate and efficient front-line contact center functions for ecommerce customers. This includes placing or modifying orders, checking order status, processing product exchanges and returns, issuing adjustments/credits and promotions, and recommending/selling and upselling products. This position works within a team structure to provide quality customer care and efficient call/online handling.
Overall Responsibilities:
Provides order support to customer via phone, chat and email
Respond to general questions and facilitate problem resolution
Provide information, product recommendations and complete sales based on identified customer needs
Recommend products and sell/upsell as appropriate
Provide complete resolutions to customers through process adherence, including internal/external client documentation
Recognize when to escalate complaints or scenarios falling outside the support boundaries through established process
Perform other related duties as required
Job Requirements:
Knowledge and experience working in order support or with E-commerce environments
Excitement in the opportunity to work with customers of a worldwide leader in athletics clothing
Excellent written and verbal communication skills in required language in order to communicate with internal and external stakeholders
Minimum typing speed of40 WPM required
Successfully communicate with customers to gather information and learn about their needs and expectations
Multitask and manage multiple, simultaneous customer interactions
Problem solving and troubleshooting skills
Recognize a sales opportunity and assist a customer to achieve their needs
Convey information in a manner that is easy to understand and adapt to varied communication styles
Comfortable in a dynamic and fast-paced environment
High school diploma or equivalent required
Intermediate Windows based PC and software knowledge
Attention to detail
Customer Centricity
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.